Over the last several years, an acronym and a buzzword have permeated many contact center technology discussions – AI and omnichannel. For the contact center, AI promises to add context to customer conversations, improve agent productivity without requiring more staffing, and more. The allure of omnichannel is that it can make managing various customer channels easier with a single screen. While these terms represent different contact center concerns, they’re often paired as essential components of a forward-thinking customer experience (CX) strategy.
