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Three Critical Ways AI and Automation Can Drive Contact Center Efficiency

How taking a hybrid approach to automation can improve contact center operations and customer experience

Three Critical Ways AI and Automation Can Drive Contact Center Efficiency

When most of us hear of automation or AI in the contact center, we tend to instinctively think chatbots or virtual agents and the automation of certain customer interactions, but there is so much more.

While AI-driven automation can help in all of these areas, it shouldn’t rule the entire contact center.

This white paper provides real-world case study examples that describe how adopting hybrid automation and human approaches have moved the needle in:

  • Driving operational efficiency and streamlining QA
  • Increasing compliance and reducing risk
  • Improving coaching opportunities for both supervisors and agents