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action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home3/aijournc/public_html/wp-includes/functions.php on line 6114By: Rob McDougall, CEO, Upstream Works<\/p>\n\n\n\n
Contact centers and the customer experience (CX) landscape have dramatically changed in the last few years. Customer expectations for personalized and efficient services have increased and contact centers have witnessed considerable spikes in customer contact volumes. COVID-19 and the great resignation put additional strain on contact centers that were already dealing with staff shortages. These circumstances have forced contact centers to adapt, become more efficient and further emphasize the customer experience.<\/p>\n\n\n\n
A big piece of this new puzzle is the introduction of intuitive artificial intelligence (AI) capabilities that help agents get up to speed faster and augment their abilities. With the support of properly operationalized AI applications and automated tasks, the agent experience has improved, which has resulted in quicker resolutions and increased first contact resolution (FCR) rates, bringing CX to a new level.<\/p>\n\n\n\n
On the backend, contact centers are seeing the benefit of integrating AI applications into their operations. It enables routine and repetitive tasks to be automated so that agents can spend more time focusing on meaningful customer interactions. Properly implemented, the use of chatbots, emailbots, robotic process automation (RPA) and machine learning (ML) can free up the agent\u2019s time so that they can tackle complex inquiries that require a more personal touch. AI-powered agent guidance can further support agents with real-time assistance, including intent, sentiment and suggested responses, speeding up training and enabling agents to provide better CX.<\/p>\n\n\n\n