The Northridge Group

SEPTEMBER 27, 2017

In an industry that places an emphasis on human contact, what role does AI play in the contact center and how can data gathered from it be used to improve the customer experience? Chatbots, Virtual Agents, and dynamic routing are examples of how AI can help during customer interactions. Where can AI help?

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

DMG Consulting

OCTOBER 4, 2017

In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). The acquired knowledge is assimilated and leveraged in future interactions.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Balto

MARCH 29, 2023

The AI puts that company’s query at the top of the queue and routes it to the most suitable agent with an Automatic Call Distribution (ACD) system so that they can get support quickly. For example, using AI to provide self-service channels for your customers, such as AI chatbots, can help you significantly cut labor costs.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52