When Artificial Intelligence is Your Cost Savings and Employee Coach

With contact centers globally adjusted to the new normal, there are a number of artificial intelligence levers they can pull to deliver increased levels of customer satisfaction and major cost savings that aren't constrained by the limited capabilities of today's chatbots., Agents remain a critical part of the equation. When contact centers leverage the opportunity to use AI effectively, they can reduce the cost of customers switching to competitors due to poor customer service, which already costs U.S. industries $1.6 trillion. The proper utilization of AI will also result in the simplification of the agent experience which delivers an outsized impact on reducing training time and costs by 40%, lower absenteeism, and reduced agent attrition. By using AI across all customer touchpoints--on the web, app, and voice--enterprises can finally achieve the omni experience that has evaded the industry for years.