The Future Of Contact Centers: Leveraging Generative AI To Optimize Customer Care
CMSWIRE, Thursday, August 24,2023
Generative AI has great capacity to solve the challenges of contact centers, both improving customer experience and increasing efficiency among agents. But for a contact center beginning the journey of transforming their business with AI, the technology can seem overwhelming.
Last month, technology company GoDaddy and conversational AI leader Interactions hosted a webinar about how AI will impact the future of contact centers and how organizations can take advantage of this technology to improve their business. Ryan Smith, senior director of customer care strategy and operations at GoDaddy, and Phil Gray, chief product officer at Interactions, discussed how generative AI addresses common contact center issues and how to balance human interactions with AI-enabled virtual assistants. Contact centers that embrace AI can expect outcomes like automating even complex tasks, providing high quality customer experience and improving agent engagement, while driving operational efficiency.