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In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.
This evolution has been driven by advancements in machine learning, natural language processing, and bigdata analytics. It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers.
This evolution has been driven by advancements in machine learning, natural language processing, and bigdata analytics. It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers.
Some common use cases for AI in the contact center industry include routine task automation, real-time language translation, customer interaction analysis, real-time quality assurance, and agent assistance and coaching. This can help you target your coaching and enhance the quality of your customer interactions.
These innovations have come hand in hand with megatrends that include BigData, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud.
That’s why in 2018, companies will look to create a frictionless customer experience by better empowering agents to do their jobs. According to CCW Digital’s Report, 61% of companies agree that agentcoaching is a top investment priority for 2018. There will be more bigdata security breaches,” she writes.
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