Blog

In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation, business operation, and even customer retention, brands know all too well that the customer is the one part of the equation that can make or break their business at the drop of a hat.

Before “Star Wars” release in 1977, snooty high society cast Sci-Fi aside as a separate genre from “serious” works of fiction. It was a label delineating pulp from artistic merit. Sci-fi was B-movies—not blockbusters. That is until a galaxy far, far away came to the big screens.

The industry is abuzz with talk of AI (artificial intelligence). Advocates claim that contact center AI can do wonders to improve CSAT and lower operating costs. But how credible are these claims? It pays to carefully consider the specifics as to when, why, and how you plan to utilize AI in your contact center. This article provides context for how current AI solutions work, allowing you to decide which problems to solve, and offers eight best practices to help select and successfully manage an AI pilot project.

Not long ago, consumers looking to contact the companies they did business with had to contain their outreach to the hours of 9 a.m. and 5 p.m., between Monday and Friday. If they had an option other than the phone, such as email or chat, they likely had to provide their information anew on each channel. Companies tightly controlled where interactions between its agents and customers happened, and they frequently made it too difficult for consumers to get the level of help and service they needed, CX futurist Blake Morgan asserted in Forbes.

When you attend Interactions Live 2021, you’ll be entering the future of CX and getting a first-hand look at what it takes to stay ahead. From inspiring keynotes and customer use cases to product evangelists and leading industry analysts, you’ll be hearing about best practices and the latest innovations in cloud, digital, analytics, AI, and automation to reimagine how you use technology to build relationships with customers and employees and stay agile for the challenges ahead. You’ll be learning what’s shaping extraordinary customer and employee experiences now when you visit our solutions showcase, chat with experts, watch demos—and most of all, get the in-depth information to help you deliver service that creates customers for life—and lifetime customer value. Join us at Interactions Live for the very best the industry has to offer.

2020 was certainly a year unlike any other. A global pandemic of previously unimaginable extent has fundamentally changed the way we live, work and interact with each other, not only privately but also in a business environment. The use of digital channels has been on the rise for many years, both for how we communicate in our personal life, as well as for how we interact in a business environment. But in this past year, we have seen digital transformation adoption accelerate exponentially and, not surprisingly, we have seen this trend reflected in the contact center.

Answering routine questions, assisting contact center agents to handle calls, creating support tickets, checking statuses—conversational AI technologies have transformed all of these contact center tasks. And by doing so, this advanced call center technology has undoubtedly enabled enterprises to create a range of differentiated user experiences and increase productivity in specific workflows.