Artificial Intelligence in the Contact Centre: What You Should REALLY Know

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Our panel of experts discuss 19 things you need to know before implementing artificial intelligence (AI) in the contact centre. Artificial intelligence (AI) enables companies to collect and use crucial insight to enhance customer relationships, which has been critical in an era where customer loyalty is key. But companies need to realise that the technology has its limitations. Many businesses claim that automating their communication with customers is making their journey more efficient and streamlined. But is that really the case, or is this just putting up a barrier between them and their customers?