Demystifying artificial intelligence’s role in contact centers

AI is shaping the future of customer experiences and the contact center.

Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience.

Going nowhere fast?

Studies show that even under perfect driving conditions, speeding over short distances leads to marginal savings in getting to your destination. Add a few traffic lights, a couple of curves, a bit of traffic or weather, and the time-saving benefits taper down to little or none.

Get on the Same Page as Your Customer with Co-browsing

Do you have customers who come to your website, but are unable to find what they need?

Do your contact center agents have to try to explain over the phone how to find something on the website? Or verbally walk customers through forms and processes?

What if your agents could guide customers directly to the right information instead? And work with them to complete tasks?

If the answers to above questions are yes, we have good news for you.