The Automation Imperative to Enhance the Agent & Customer Experience

Artificial Intelligence (AI) is much needed in this new normal in where customers can interact with businesses across myriad touchpoints and devices; and employees across the organization need to collaborate on the customer’s behalf. Beyond just automating tasks, AI is currently being used to infuse new capabilities across the customer contact landscape, from virtual assistants to behavioral applications, speech recognition, and automated models for scheduling and forecasting. To stay competitive and remain relevant in their industries, organizations need to heed the call and start transforming and enhancing the agent and customer experience.