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.
AI has now made proactive outreach timelier and more personalized—and consumers welcome the updates, within reason.
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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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Creating customer profiles gives brands a deep understanding of customers' needs and results in more successful marketing strategies. Here are the steps to get started.
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As NiCE CMO Michelle Cooper reaches the 6-month mark in her role, Metrigy CEO Robin Gareiss discusses her lessons learned, how she will and will not change marketing strategy moving forward, and some of her biggest surprises.
Vinod Muthukrishnan, Cisco VP & COO, joins us to advise companies on how to get started, progress, and demonstrate compelling business improvements with AI in customer experience strategies.
Agentic AI will transform activities ranging from data search to activity management.
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Through five consecutive studies, Metrigy has been tracking consumer satisfaction of customer experience and the technologies supporting it—identifying gaps and alignments between what businesses are delivering and what consumers want.
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Before organizations migrate their existing phone systems into Microsoft Teams, they need to select the right telephony architecture that fits their business needs.
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