One of the emerging global Contact CenterTrends of 2022, as found by Deloitte, is utilizing AI to create more human interactions at machine speed.
AI today is used mostly in IVR and chatbot applications. The future, however, holds more speech recognition, RPA, CRM, and text analytics applied to machine learning processes for personalized experiences. The purpose is to drive empathic human experiences but at machine processing speed.
To empower Customer Service Representatives with individual customer insight and allow quick problem resolution, nearly 79% of leaders will add AI to Contact Centers in the next two years.