Why Artificial Intelligence is an Agent’s New Best Friend

Natalie Petouhof

The job of a customer service agent is not an easy job. What’s important to remember is customer service agents dedicate their daily professional career to helping people solve these problems. As a company’s brand ambassadors, they are the guardians of a business’s customer relationships. Unfortunately, in many contacts centers, customer service agents are asked to do more with less and do without the best technology. How does AI help customer service agents?

The Best Advice for Contact Centers in 2018: The Experts Weigh In


This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. We call it the ‘golden rule’ of customer service.

8 Qualities of Effective Contact Center Agents

NICE inContact

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Additionally, agents influence the morale of their team. Self-service tools are filtering out many of the simpler issues, leaving agents to deal with the more challenging ones. Self Motivation.