Applications route calls based on very specific customer profiles, and quality systems are analyzing hundreds of thousands of interactions to learn more about customers. Digital robots are handling more interactions than ever before, and with the right AI planning, often do a better job than live agents. It is also expected that one in 10 agent interactions will be automated by 2020, an increase from the 2016 estimate.
Automation of all or
part of contact center customer interactions. Predictions Jiangxi Mobile Number List like this make it easy to believe that artificial intelligence will bring about another tectonic shift in the way we operate contact centers and serve customers. Looking back in the next year, I believe we will see an artificial intelligence revolution that is larger and more disruptive than anything we have seen in the past year, and yes, even greater than the impact that the Internet has had on the modern contact center .
Bob Furniss has been an
advocate for contact centers for Philippine Phone Number List many years. As a former industry agent, center leader and consultant, he enjoys talking to others about the three pillars of service and support centers – technology, process and people. You can contact him at or send an email to @. He and his wife founded the nonprofit in 2011 in memory of their daughter, who was diagnosed with stage 4 metastatic breast cancer when she was just 2 years old.
