Contact centers generate an enormous amount of customer interaction data, and managers rely on this data for insight into both the performance of their agents and the satisfaction of their customers – but so much more is possible. Artificial intelligence and machine learning (AI/ML) are being used in today’s contact centers, where they are deeply embedded into CX platforms, to drive improvements across the customer and agent experience. Read this whitepaper by Ventana Research to learn how AI and ML can make the most immediate impact, including:
- Enhances the agent’s role from one that is reactive to proactive.
- Surfaces the resources agents need before or during the initial stages of the conversation
- Ensures fairness in the quality evaluation process - Delivers improved NPS scores, higher agent satisfaction and more sales conversions for agents