For all the talk about how AI will revolutionize the contact center/customer experience, we’re starting to see that its real value — at least at this stage of the game — isn’t so much about replacing agents or even processes. It’s about helping those agents and processes be better: More cost-effective to the enterprise and more helpful to the customer.
The latest example I’ve seen is this No Jitter post by Sheila McGee-Smith about Five9 partnering with WellSaid Labs, a startup that makes AI-driven synthetic voices that contact centers can use in IVR recordings.
