Increasing channel diversity and automation will make interactions more complex, requiring highly skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for AI in the contact center.
We published our report Automation Can Solve The Service Worker Shortage in May 2022. This research defined 11 categories of automation that will most effect frontline service workers. We then ranked the categories based on likely adoption and how ready the required technology is. Client readership was strong, but they asked that we dig a […]