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Are Automation and AI the Same Thing in the Contact Center?

CCNG

Where AI can help your self-service option is by learning from customer inquiries as you go. These are great analytics tools that help you understand the intent of your customer and more. This leads to generative or conversational AI solutions that offer the best in self-service like Five9, Poly.ai, and others.

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Cutting Through the Buzzwords of AI in the Contact Center

CCNG

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.