AI improves customer experience, call center efficiency

Artificial intelligence serves a number of purposes in contact centers. It can automate routine processes, provide live chat in the form of virtual agents or chatbots to address customer queries, help deliver personalized experiences and provide predictive analytics, among other things. Each of these AI functions helps enhance both the employee and customer experience, and many CX leaders are taking a closer look at how it can help in their companies. The driving force behind this movement is the increase in contact center interaction volume as COVID-19 shows no end in sight, moving customers from physical to virtual buying patterns and requiring help from live customer service agents. CX leaders have reported many changes in their contact centers, including the need for more agents to support customer demand over both the phone and digital channels, and replacing in-person experiences with virtual ones -- driving even more traffic to the contact center.