There are many definitions of Artificial Intelligence (AI). It is the simulation of human behaviour and intelligence by machines, predominantly by computer systems. AI is increasingly being used in several industries and fields and is especially prominent in contact centres.
The widespread use of AI is highlighted in Gartner’s 2018 Hype Cycle for emerging trends, and the hype is reflected in the growing use of AI in the contact centre. What that role is, needs to be determined; will contact centres be fully automated by artificially driven robots, or is a human touch the preferred method by customers.
How is AI being applied in the contact centre?
There are many variations of applying AI in the contact centre, including chatbots, sentiment analysis, smart call routing and speech analytics.
There are many more examples of AI applications. Finding the right partner to implement is just as important as the applications themselves.
While automated interactions which use artificial intelligence present an opportunity for businesses to deliver a positive customer experience, to deliver a legendary customer service, contact centre agents and AI need to work together.
Chat with us today to discuss how you can use AI to create legendary customer service within your contact centre.