12 Top Uses of Artificial Intelligence in the Contact Centre

Our panel of experts discuss the best uses of Artificial Intelligence (AI) in the contact centre. An IVR has a set of simplistic predefined rules that it follows in a deterministic manner. An example might be a "sales" rule that transfers the caller to the Sales Department. In contrast, AI, which includes areas like Natural Language Processing and Machine Learning techniques, can understand statements instead of simply giving the user a set of choices. Also, with IVR, a predefined input gives a predefined output.