AI in the Contact Center: Balancing Automation and the Human Touch

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Featured Speakers:
Steve Bell, Director of Product Marketing at Talkdesk

Zeus Kerravala, Founder & Principal Analyst, ZK Research

In the customer experience (CX) era, businesses that are able to create an experience that delights become market leaders, while those that fail to do so lag behind and struggle to survive. For most enterprises, CX starts in the contact center, but providing a differentiated customer experience is about more than just having well-trained agents – it’s about delivering personalized, contextual interactions while reducing the burden on the customer. And this is where AI comes in to help…but AI does not solve everything.

Watch this on-demand webinar to learn how companies can use AI to help with their contact center strategies. You will learn:

  • How AI improves the contact center and impacts customer experience
  • Risks and pitfalls to avoid when leveraging AI and automation in customer interactions
  • The role of the human agent and how to strike the right balance
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