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Assessing Gen AI’s Impact in the Contact Center, Part 1

February 15, 2024

Via: No Jitter

Welcome to No Jitter’s Conversations in Collaboration series. In this current series we’re asking industry leaders to talk about how AI can boost productivity – and how we define what productivity even is – with the goal of helping those charged with evaluating and/or implementing gen AI to have a better sense of which technologies will best meet the needs of their organizations and customers.

In this conversation, which is part one of two, we spoke with Christina McAllister, a senior analyst at Forrester who helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. McAllister’s research focuses on the technologies that enable and augment the customer service agent.

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