Category: AI.
4 ways data-driven insights create frictionless customer journeys
Amid the intense competition of today's market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle.
The evolving role of GenAI in enhancing chatbot automation
By Craig Smith, CX Automation Manager and Damian Copeland, COO.While artificial intelligence (AI) has been around for nearly 50 years, adoption rates are accelerating across every business sector as the hype around generative AI (GenAI) spurs investment.In the contact centre space, many operators have already implemented AI technology in some guise to support better engagement and enhance customer experience (CX).
Don't jump the GenAI gun to realise returns on AI investments
By Martin Cross, CTO at Connect.
The journey to GenAI in the contact centre requires careful planning and implementation. The desire to leapfrog the AI lifecycle and invest in relatively expensive GenAI capabilities without first putting the fundamental building blocks in place can result in unsuccessful and costly AI implementations.