Why Do We Need AI? A Guide to Conversational AI in the Contact Center.
3CLogic
JANUARY 24, 2024
With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. It operates using Natural Language Processing (NLP) and machine learning algorithms, helping to drive automated personalization.
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