Since the Global Financial Crisis of 2008 there has been pressure on all departments to reduce costs, streamline operations, slash headcounts, and become more efficient. The catch is that you also have had to deliver improved results – and all in a business environment that is more complex, more interlinked, and more competitive than ever before. This is where AI comes into play.
Is AI about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see.
Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to:
- Enable cost reduction, performance improvement and new possibilities for customer communication
- Address business challenges across departments, teams and functions
- Impact contact center metrics, KPIs and insights