How AI is Changing Customer Experience

PHOTO:
Franck Veschi

Our expectations for good customer experience are changing. Or are they? All we have ever really expected is to be recognized, treated respectfully and served efficiently.

In the past, delivering good experiences through our customer contact centers meant hiring and training empathetic, knowledgeable and accessible agents. Today the only way to maintain this human touch is through an intelligent combination of human and digital engagement that I call the “humanoid touch.”

Ch-Ch-Ch-Ch-Changes in the Contact Center

According to the Site Selection Group, there are more than 10 million contact center customer service agents…

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