AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch.
AI has already affected the number of customer service and sales agents needed in a contact center. Yet it won’t replace the need for the human interaction they deliver.
AI will continue to have a profound role in boosting agent efficiency and improving overall CX. It was also a major topic at this year’s Enterprise Connect conference in Orlando, Fla., where Metrigy hosted a panel of experts titled, “Job Shifting: When and How is AI Eliminating & Adding CX Positions.” The panelists generally agreed that AI will help agents become more efficient and effective.
The panelists included Steve Brock, senior director of solutions marketing for Avaya; Vi Chau, head of product for Zoom phone and contact center; Josh Goldlust, vice president of product management, digital platform for Genesys; Rei Kasai, senior vice president and global head of product for Talkdesk; and Andrew Traba, vice president of product marketing for NICE.
Do contact centers need AI?
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