AI in Action: Making it Real in Contact Centers

Artificial intelligence (AI) is often seen as the future of customer service. This shift is primarily driven by advancements in natural language processing and machine learning. As AI evolves, so does its ability to help businesses improve the customer experience. With the rapid growth of these technologies, contact centers need to start preparing themselves for a future where AI plays an even bigger role in customer experience.

In this episode, Amelia is once again joined by Donna Fluss, Founder and President of DMG Consulting, to discuss AI in action. As an expert in AI in contact centers, Donna will cover the most practical applications of AI for customer experience, how AI has been implemented in the industry, and what advice she can offer organizations just getting started with AI.

Enjoy!

In This Episode

01:00 - What is AI in contact centers

03:50 - How widely has AI been implemented in contact centers

05:22 - The most practical uses of AI for customer experience

14:46 - Donna's advice to organizations just getting started with AI

Favorite Quotes

01:30 - "AI is a branch of computer science that's focused on the development of programs and machines, which are of course computers to solve complex problems by simulating behaviors associated with intelligent beings." - Donna Fluss

04:17 - "The amount of innovation and practical capabilities that are being enabled by AI is nothing short of phenomenal. It's almost been an exponential series of enhancements." - Donna Fluss

11:17 - "It is absolutely AI in action, which really is the name of the game because what we're looking for in contact centers are applications that enhance the customer experience, that enhance and improve the employee experience and do things cost-effectively."- Donna Fluss

15:14 - "AI is here to stay. And so, companies really need to get on board with this, but not just haphazardly finding it in one application or deciding to go with another application. What we recommend is that companies go through a very thoughtful process of developing an AI strategy." - Donna Fluss

Engage with Donna Fluss
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DMG Consulting

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