Artificial intelligence (AI) is changing everything about the customer experience. It doesn’t take long into a contact center or workforce engagement management (WEM) conversation for the topic of AI to come up. It’s changing the way we approach and manage customer engagements.
The use cases are broad and varied and include intelligent virtual agents (IVAs), chatbots, augmented agent services, quality metrics, analytics, noise suppression, and more. There are few if any aspects of the modern contact center that are not being re-imagined with AI.
