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How To Build An AI-Infused Cognitive Contact Center

June 7, 2018

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  • Presented by Art Schoeller


The customer service industry today is obsessed with chatbots. The truth is that they will peel off the easy stuff, leaving your contact center agents to handle only the remaining complex interactions. While agents can be a source of “magic moments,” are they up to the task of only dealing with complex interactions? Learn how the future of embedding artificial intelligence (AI) in contact center applications will help manage this looming agent skills crisis. In the future, AI will boost the capabilities of roles like quality assurance, workforce management, and business analysts, plus it will provide AI-based assistance to agents themselves.

Key takeaways:

  • Automation puts contact centers managers in a bind — must they hire higher-skilled agents who cost more?
  • What are the key contact center applications that will embed AI?
  • What can application development and delivery pros who support contact center applications start doing today to plan for the cognitive contact center?

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