EDITOR ’ S QUESTION
DAVE HOEKSTRA PRODUCT EVANGELIST , CALABRIO
AI is not a novel creation , but a product of decades of inquiry and invention . Recent AI breakthroughs have opened up exciting opportunities in education and innovation , providing powerful tools to analyze data and act on insights like never before
From early chatbots to advanced voicebots , contact center customers have interacted with AI technology . But the latest innovations in AI helps companies make sense of the data customers provide , like reviews , surveys or calls .
Modern models can offer human and virtual agents ongoing feedback on customer interactions to improve them . Workstation copilots can also work with agents and help them find answers . While a helpful human touch will always be required in the contact center , these AI enhancements are becoming more and more essential for agents to perform their jobs effectively and to create a positive customer experience .
No matter how many advancements in technology we make , AI will never be able to replace frontline workers .
While the contact center is poised for significant improvements with AI , there are still important questions remaining : How do we make sure AI tools are impartial , transparent and accountable ? How do we maintain a human-focused and cooperative method of customer service ? These are some of the challenges we are addressing as we work towards a more advanced , AI-driven future in the contact center .
CRIS GROSSMANN CEO AND FOUNDER , BEEKEEPER
The adoption of AI-powered tools by frontline businesses can provide managerial visibility , which is crucial for a more connected frontline workforce .
But it does have the power to enhance the experience of both frontline workers and managers through smart , people-first strategies . p
Automated features like real-time evaluation of employee sentiment allow companies to proactively address concerns and prevent employee burnout .
Utilizing AI to gauge employee sentiment not only improves retention and engagement but also unlocks new levels of operational efficiency that traditional methods cannot achieve .
No matter how many advancements in technology we make , AI will never be able to replace frontline workers .
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