AI and automation have rapidly increased the efficiencies of CX teams across the globe, making daily tasks far easier while empowering agents to do more with less effort — and in less time. But some support centers still have hesitations around adopting AI, especially ones that might not fully...
Taking AI in-house is an option many businesses are exploring with the hopes to maintain full control over their technological infrastructure. But is it smart to implement homegrown generative AI solutions without the ongoing assistance and knowledge of seasoned experts? The decision to build...
Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality. Thanks to technological improvements and broader adoption, AI is beyond...
Yesterday @Allen Lee , @Mike Gathright , and I hosted the #ArtificialIntelligence Interest Group session at Customer Response Summit, which yielded some surprising insights into how brands and business partners are leveraging AI to smooth the customer experience – often by focusing on the...
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