AI as a tool is here to stay and will only see further usage in contact centers, taking on roles within quality assurance, customer experience and even sales.
Generative AI is currently capable of producing understandable responses for a large majority of requests, but its accuracy when responding to specific inquiries such as bank account balances, or delivery timelines for customer orders, isn’t as impressive. For contact centers, delivering the correct response the first time, every time, is vital. Because of this, keeping a human in the response loop is still a must.
There’s no doubt AI’s role in the modern contact center is expanding, but to be truly beneficial to the organization, it must be integrated in tandem with live agents. Integrating an agent-assisting chatbot into cloud-based contact centers solutions like Genesys Cloud or Twilio Flex can essentially give human agents “superpowers,” enhancing productivity with an always-available assistant that allows for increased response times, reduction in inaccuracies, and overall streamlining of efficiency.
centered around AI were announced as cross-industry applications continue to garner interest from Silicon Valley VCs and beyond. A large portion of this investment is directed toward generative AI developers and as such contact centers are likely to see the largest impact within the training time for new virtual agents.
The industry is on the cusp of a major leap in terms of both innovation and appearance, as virtual agents,
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