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CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses a variety of applications, and it may be challenging to convince internal stakeholders of AI’s value.

The science of customer analytics has become increasingly sophisticated – so sophisticated, according to a report by Ventana Research, that organizations that try to assemble and develop their own analytics often find their customer analytics initiatives to be unmanageable and unreliable, with significant wasted time and effort and a less-than-optimal time to value.

NICE CXone infuses AI across all areas of the platform—from chatbots and conversational AI, to scheduling and forecasting, sentiment analysis and real-time agent guidance, just to name a few.

Tell us what you do at Bluegrass Cellular. I am the group manager of retail sales. I have 18 brick and mortar locations that report underneath my umbrella. I oversee day-to-day operations, sales goals, performance management of employees, and also developing those employees as well. The other piece that I have is our Voice of the Customer program where I serve as the product manager for our NICE Satmetrix solution. It was something I didn’t want to give up when moving into the new role that I have right now.

In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results. The secret to AI success isn't in the adoption of AI, it's in how you use it.

Over the years, companies have invested heavily in technologies to fight the fraud that occurs over digital channels, fine-tuning capabilities and protection for the web, mobile, and chat.