What are the benefits of having AI as part of the contact centre software mix
AI brings several benefits to the world of contact centres, including:
AI is used in contact centres in a variety of useful ways. These include:
Even as AI chatbots become ever more natural sounding with sophisticated conversational AI, they can never fully replace human agents. Rather, AI augments their capabilities and draws alongside agents to make their jobs easier while providing a better service to customers. AI can handle routine tasks, allowing human agents to focus on more complex queries that require human empathy and advanced problem-solving skills.
AI has proven to be an undeniable success in contact centres and it will continue to advance in sophistication as the technology grows to be able to handle more complex customer interactions. It is also likely to play an important role in predicting and preventing customer issues before they occur, as well as providing personalised and empathetic customer experiences.
To learn more, see:
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