AI provides a framework in which to optimize any contact mix. Organizations can now embed natural conversational experiences into mobile and web applications, smart devices, bots, interactive voice response systems and messaging platforms. Live assistance can now be refocussed and optimized by making self service an effective service option.
Real time intent recognition provides a new basis for routing, self-service, escalation, live assistance, performance management, operational insight and decision making. It transforms the status quo.
In the context of unpredictable customer demands and the challenges of a distributed workforce, AI driven capability is providing much needed answers.
It also improves over time. Not just because of the ongoing self-learning that characterizes AI solutions. AI technology is still on a rapid development curve with ongoing improvement to the art of the possible. New breakthroughs can be expected. And to top it all, some of the most innovative AI brands are now fully focussed on customer service. And competition always spurs innovation.
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