Artificial Intelligence - Driving the Future of CX
Presented By: NICE
Consumer expectations for on-demand experiences have never been higher and only the most innovative and disruptive companies are keeping up with the demand. The common thread among these innovators winning in CX is the embrace of contact center data and artificial intelligence. With a holistic approach to their massive flow of customer and agent data, innovators have a firm foundation to make CX proactive, personalized, and optimized for today’s customers. AI is the smart engine to leverage the data more intelligently and efficiently than any legacy analytics program. CX leaders use AI in three key ways to change the game.
- smart routing among digital channels
- personalize customer touchpoints
- improve agent coaching
AI has the potential to transform the contact center by improving every interaction with every consumer, every time.