Can Generative AI Enable Contact Centers To Deliver On Their Promise?
SiliconANGLE , Friday, August 2nd, 2024
Over the past two decades, the contact center industry has promised capabilities that will significantly improve customer experience.
This is important because CX is now the top brand differentiator, with many consumers switching loyalties because of a single bad experience. Though it's true that the contact center providers have delivered new capabilities such as omnichannel communications, self-service tools and more, consumer satisfaction with contact centers remains low.
One of the big frustrations for consumers is when they engage with a contact center to conduct business online or through an automated system but discover they need help from a human. Sometimes the transition from machine to human is bumpy, as there are cases when the agent needs to know what the customer is trying to accomplish. Another issue is when the customer is required to start over. Whatever the reason, despite years of promise, contact center interactions do not deliver experiences that delight.