How Conversational AI Is Transforming the Agent Experience in Contact Centers
Balto
AUGUST 22, 2022
For decades, agents would read from a set-in-stone script, like what you’d find in a Frequently Asked Questions section of a website. Agents were unable to veer from the script. Without some creative freedom, employee engagement can take a downward spiral. Agents want to do a good job and solve customers’ issues.
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