AI use cases and human considerations for contact centres

AI has begun to come of age – the last couple of years in particular have seen an explosion in AI opportunities.

In our new whitepaper, we explore the use cases and human considerations of implementing AI in contact centres.

The content was drawn from our round table discussion with a number of contact centre leaders from multiple sector across travel and leisure to utilities, subscriptions, lifestyle and wellbeing. We decided to sort the hype from the reality, chat about the risks and share reflections and learnings.

It was clear that the human component of customer interaction still has a key role to play, especially when dealing with customers who can’t or won’t engage digitally, are vulnerable or at a vulnerable time in the customer journey.

We hope that capturing our conversation gives a wider audience plenty of food for thought as we all get to grips with the opportunities AI brings.

9 steps to AI success

In the paper, you will find our 9 steps to AI success and our key takeaways from the day, where we covered:

  • the importance of the ‘why’ of technology
  • the diminishing role of voice and what happens when we make voice channels more available
  • data responsibility
  • how AI can support frontline staff and employee experience, and
  • how AI can support the customer experience.

The whitepaper is free to download and immediately accessible below. We hope you find it useful and would love to hear your experiences too. Follow us on LinkedIn to share your thoughts.

Are you ready for AI?

Dive into our whitepaper today!