Trends Report

Future-Proof Your Customer Service: Build An AI-Infused Cognitive Contact Center

Changing Customer Journeys Require A Significant Shift In Contact Center Roles And Technologies

February 23rd, 2018
With contributors:
Daniel Hong , Sarah Dawson

Summary

Increased automation and the greater diversity of customer contact channels will complicate, not simplify, the job of contact center agents. Application development and delivery (AD&D) professionals need to anticipate the looming crisis and start retooling their contact center architecture to be cognitive. In the next 10 years, cognitive contact centers will incorporate artificial intelligence (AI) to personalize agent/customer matching, augment agent capabilities, and offload management tasks, allowing firms to focus more on strategy.

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With
Daniel Hong
and Sarah Dawson