Your smart contact center can see how many calls changed from neutral to angry. How many calls changed from angry to happy/neutral. And how many calls changed from neutral to happy. This gives you a new metric to judge agent performance and skill. Recordings where customers are converted from angry to happy can picked out in seconds and used to train agents.

Voice bots are there to assist agents in meeting customers' needs. They are not there to replace agents. At any time during a call, the customer should have a seamless option to speak to a live agent. Not to say that this should happen at the drop of a hat, but should be based on pre-define user-oriented fallback rules. For instance, if the bot can't understand the customer's issue within a single question, the customer or caller should be redirected to a live agent on priority.

If you are involved in shaping your business's customer interactions, then the world's largest consumer electronics show might have some unexpected insights for you. For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is another CES that customer communication leaders should watch closely--Sin City's annual Consumer Electronics Show. It is also a definitive forecast of how customer interactions will change. Observe closely, and it will deliver insights into how people will be able to--and will want to--communicate with your business.