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The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactivevoiceresponse (IVR) systems. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.
With evolving customer expectations and service complexities, contact centers are poised to deliver strategicvalue and profitability to organizations. When listening to the voice of the customer, remember to include and share the positive feedback. Share responsibility and construct a common goal.
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