Human Plus AI in the Contact Centre
Perhaps in 20 years, we'll have natural, flowing voice conversations with AI agents in contact centres. In this meanwhile, AI will be crucial to the contact centre but in a background role. It will draw on multiple data sources to anticipate customer and company needs, handle interactions on its own where possible, and provide in-call support where needed. Humans will still be there for when the data - or simple common sense - shows they do a better job. The future of AI in the contact centre is one where software tools make humans more efficient.
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