The call center industry is constantly looking for new ways to improve customer experience (CX). While some might take it to extremes and promise artificial intelligence (AI)-powered bots handling every customer interaction efficiently, there is still a long road ahead for AI software to progressively replace traditional contact center operations.
Managing expectations for AI is not easy and requires answers to the following questions: What is AI and what is not? With so many companies claiming to have AI functionality, what must be included for a technology to really be AI? What are realistic expectations for AI?
Realistic expectations translate to a long wish list, some of which are highlighted below as items that should be top-of-mind for every CX leader willing to walk the AI path of business optimization:
What Is AI and How to Transform the Contact Center in 3 Steps offers a vision for the transition to a new era and explores:
Download this free ebook to learn more about what AI is, its importance for the contact center and how to harness its power:
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