Generative AI, Meet The Contact Center - The Latest Silver Bullet To Kill Off The Traditional Operating Model?
diginomica, Wednesday, July 19,2023
There are plenty of conversations about using generative AI in marketing and sales, but what about customer experience? Yes, the chatbot experience exists, but that's just one way to leverage generative AI. I spoke with twol experienced tech leaders to better understand the opportunities in areas such as customer support, the contact center, and digital customer success.
Mladen Milanovic is the VP of Automation at Presidio, a global digital services and solution provider. Milanovic has extensive experience working with contact centers and customer experience. When Presidio decided to build an automation practice, they decided the biggest synergies and impact were in the contact center. Milanovic says automation significantly impacted contact center efficiencies, including improving call center agent satisfaction and productivity. Most importantly, it increased customer satisfaction.
The contact center was an early adopter of AI, such as Natural Language Processing (NLP) and Machine Learning (ML). That AI tech is pretty much commoditized in this industry, argues Milanovic. The technology is proven, and there are many best practices and strong ROI. So, it's natural to start looking at what's next.