There’s a lot of hype around artificial intelligence (AI). But dig deeper and you’ll find it goes b yond hype — offering significant value for customers when businesses leverage AI and machine learning in their contact centres. In a global survey of more than 1000 executives across 11 sectors, MIT Technology Review Insights reports that 87% of companies have deployed AI, with 41% citing improved customer experience as a benefit. While many AI projects fail, AI and machine learning technologies can create good, complementary outcomes: consistently better customer and agent experiences without the unnecessary contact centre costs.
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