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