Visit any typical contact centre today and one thing is constant: the sheer number of people involved. Visit any modern warehouse and by contrast automation dominates the working environment. Will contact centres follow suit?
It’s no doubt that over the next few years, AI will become infused throughout your contact centre, enhancing routing, self-service and advisor productivity.
This paper will:
- Explore the adoption of AI in customer service to date
- See where AI offers the most benefits
- Provide practical guidance for customer service leaders to understand how to best progress AI project
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