Contact center and AI: Making real-world progress

Artificial intelligence has been around for a long time, but it has exploded in popularity in recent years. This is especially true in the contact center space, where businesses are looking for new and innovative ways to improve customer service. Artificial intelligence has already proven itself to be a valuable tool in many industries. Why should contact centers be on board with embracing AI?

In today’s episode of the CX Pulse Podcast, our guest, Keith Dawson talks about why artificial intelligence (AI) is gaining popularity in the contact center space, the impact of AI on contact center agents, and the many ways AI can be used in the future of the contact center industry.

Keith Dawson is the Vice President & Research Director, Customer Experience at Ventana Research. He leads the expertise in Customer Experience technologies (CX), covering systems that facilitate engagement and allow businesses to influence and optimize their customer-facing operation. Keith is focused on how businesses can break down technology and operational silos to provide more efficient processes for two-way engagement with customers.

Ventana Research is the leading benchmark research and advisory services firm. They provide expert guidance to help organizations manage and optimize performance – to become not only more efficient but more effective. Using a combination of primary market research, rigorous market coverage, and in-depth knowledge of hundreds of technology providers, Ventana Research delivers business and technology education and expertise to clients and the marketplace.

Enjoy!

In This Episode

00:56 - Brief backstory of Keith Dawson

1:33 - How AI is making its way into contact centers

3:21 - How AI is used across different areas of contact centers

6:10 - The impact of AI on contact center agents

8:57 - The role data professionals play in the age of artificial intelligence

10:55 - The many potential uses of AI that have yet to be explored

13:18 - Why you should consider a vendor instead of building your own AI

Favorite Quotes

00:04 - "The fact that AI has become so pervasive means that it's coming at that kind of problem from a variety of angles. One of the things it's doing is surfacing better information, better knowledge, and the knowledge management system, but it's also directing it to where it can do the best and where it's the most useful." - Keith Dawson

2:52 - "As contact centers have become more entwined with other processes in customer experience and in the back office, the need for the kind of complicated data analysis that AI can provide has become a lot more intense and modern systems have really stepped to fill what I think has become an emerging need." - Keith Dawson

12:01 - "When we talk about broader ways of orchestrating the customer journey and having more control over the customer's life cycle, the need to automate the processes that cross different teams and different technology stacks become pretty sharp." - Keith Dawson

Connect with Keith Dawson
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Ventana Research

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
Linkedin - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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