Advancing the Use of AI To Support the Customer Experience

User experience has particular implications for call centers where AI tools like digital chatbots and virtual agents have become commonplace. Even a few years ago, those tools were still rudimentary. Users might have to repeat themselves multiple times or in a variety of ways before a tool would deliver the information they were seeking. Sometimes, live agents still ended up doing much of the work, only with a customer already exasperated. Read Advancing the Use of AI To Support the Customer Experience for the latest insights on a new and improved customer experience.

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