The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers' most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live agent support, all in an effort to create a seamless journey for customers while providing them with the support and agility they need.
When considering how best to incorporate AI technology in the contact center, the key is to start with small capabilities and build upon that over time. Businesses must look at how best to prioritize and create a more phased approach in deploying AI solutions either to chat bots or to support agent engagement. Often businesses will opt to conduct a very specific Proof of Concept (POC), not only to prove out the technology but to also demonstrate the ROI of incorporating AI. Putting intelligent use of AI into the customer journey and enabling them to self-serve effectively can be easy and cost effective with the right technologies.
Click here to read more on how IBM’s Data and AI Expert Labs and Waterfield Technologies have had success, from startups to Fortune 100 companies, designing pathways to guide their customers to success through three core areas.