With each passing year, contact centers experience more of the benefits of artificial intelligence. This technology -- once only a distant idea portrayed with wonder and fear in science fiction -- is now a key part of how businesses and customers interact. According to survey data from Call Centre Helper, customer satisfaction is the number one factor driving more brands to adopt artificial intelligence (AI) as a part of their customer service models. AI's ability to enable self-service and handle more calls more efficiently will prove critical for contact center success going forward. Not only that, but many contact center leaders find that its capacity for data collection and live interaction analytics presents game-changing possibilities for customer experience (CX).[1]

A recent Salesforce/IDC special report revealed some telling predictions about how Artificial Intelligence (AI) will impact customer service and customer relationships. The report is an urgent reminder that the AI revolution is in full swing, and businesses should be preparing strategies to both capitalize on its potential and stay competitive. One way to ensure your customer service stays up to par for the age of AI is by moving your contact center to the cloud. Cloud contact center technology allows you to acquire and leverage the customer data that is necessary to power AI's machine-learning, needs-predicting power. It also enables you to automate processes so that data can be collected more quickly.

Join NewVoiceMedia and Call Centre Helper as they discuss the effects of Artificial Intelligence on the contact centre. Artificial Intelligence has been threatening to transform the Contact Centre. But, how much of this talk is hype? And, how much is likely to happen? Could this lead to the decline of contact centres as we know it?