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

CCNG

However, what the goal should be is determining how you can elevate the customer experience in your contact center utilizing automation, AI, and all resources available to you. This level of sophistication enables personalized customer interactions and predictive insights, enhancing the overall customer experience.

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Driving Contact Center Change: Chatbots, OmniChannel, Cloud

Altivon

According to Gartner, by 2020 customers will manage 85% of their interactions without any human involvement. Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. From a customer experience perspective, it requires more than channel choices.