CCNG

APRIL 12, 2024

Call routing, interactive voice response and voice-based chatbots are a few examples of that technology. Let’s take modern chatbots for example. These are great analytics tools that help you understand the intent of your customer and more. Automation has been a part of the contact center for decades, even pre-internet times.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

CCNG

DECEMBER 20, 2023

Despite these advancements, the hyperbolic sales pitches foretelling the end of human interaction in call centers is irresponsible. Studies have shown that the average consumer would rather interact with a live agent than a chatbot. Chatbots - computer programs that can simulate human conversation.

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

MARCH 6, 2024

There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. Analytical AI analyzes large amounts of data and processes quickly, sometimes in real-time, and creates actionable insights from that data.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195