Companies must focus on more than just deploying AI to achieve this balance. By designing AI strategies with the customer in mind, they can ensure that the AI tools they implement help enhance the customer experience rather than detract from it.
Starting with internal AI deployments allows companies to test and refine AI solutions in a controlled setting, identifying and fixing issues without impacting customer satisfaction. Gradually expanding AI's role ensures fine-tuning before customer-facing implementation.
Intelligent virtual agents (IVAs) within contact center operations can handle straightforward customer inquiries, allowing human agents to focus on more complex tasks. Businesses have various options to integrate AI into customer-facing roles effectively.
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