AI search, AI assistance, and AI tools for keeping content up to date are all essential to knowledge management for CX today.
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In this podcast episode, Robin Gareiss and Devon Mychal discuss the evolution and impact of AI in contact centers, focusing on Cresta’s use of generative and agentic AI. They explore the definitions and distinctions between traditional AI and agentic AI, highlighting the proactive capabilities of agentic systems. The conversation delves into real-world applications, business value, and the future potential of AI in enhancing customer experience and operational efficiency.
Pristine knowledge content is essential for evolving from simple conversational chatbots to fully agentic AI agents that act on customers’ behalf.
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Most do, but not always with the same level of enthusiasm as businesses, according to Metrigy’s research.
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Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
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Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
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Even customer service agents in the contact center often have upsell quotas. AI provides transformational value for boosting sales.
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For some business leaders who have difficulty finding and retaining contact center agents, AI has stretched an existing workforce. Other leaders have been able to cut their contact center staffing.
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Contact centers are successfully ramping up their adoption of AI agents to fully automate customer interactions.
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Agent assist helps agents drive revenue—and solve customer service issues.
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