The Impact of Artificial Intelligence on CX Sitel Group

AI is already delivering tangible benefits for organizations – but where is the technology headed next? How is artificial intelligence (AI) impacting customer experience (CX) now, and where is it going in the future? What new benefits is it unlocking for organizations and what will it mean for the workforce of tomorrow? These are the questions we posed to five of the industry's leading analysts during EmpowerCX Americas 2019, Sitel Group's annual client event. "Artificial intelligence is already helping contact centers improve two key metrics – reduce cost and improve customer satisfaction," states Juan Gonzalez, Research Director for Frost & Sullivan in Latin America.