How artificial intelligence impacts business transformation

The impacts of artificial intelligence (AI) in today's businesses can be far-reaching. Organisations can leverage AI tools and solutions to achieve benefits such as more streamlined communications through digitisation that helps to achieve greater process efficiencies. However, one of the most significant impacts of AI is its impact on the human side of the equation, especially when it comes to its uses in contact centres. AI can have significant impacts and benefits for the human contact centre workforce. While previously contact centre agents may have been concerned that AI would replace the human element, businesses can benefit by leveraging AI to support human agents rather than replace them. In addition, using AI can enhance both the agent and customer experience (CX) in contact centres.