Why AI is Critical to the Future of Customer Engagement
Why AI is Critical to the Future of Customer Engagement
Traditionally, the role of the agent in the contact center has been vital yet costly. To address these cost concerns, many companies—often challenged with legacy systems—tried to automate customer service experiences with IVR (interactive voice response). Unfortunately, though IVR technologies cut costs up front, they ultimately frustrate users because IVRs cannot replace that human touch, […]
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