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Artificial intelligence (AI) and natural language processing (NLP) have long been touted as the cure-all to every customer experience (CX) issue. Contact centres can easily be left with knowledge gaps between hype and reality, goals and implementation. Learning from the experiences of others can be the first concrete step towards building a solid plan for AI development.
1,035 European business executives’ survey responses have fueled this honest look at AI in contact centres today. The independent research behind it was conducted in July 2022 by Davies Hickman Partners for Odigo. To break the data down the results are being released in a series of themed eBooks. Each one in the three-part series will explore the real experiences and responses of the industry leaders.
If you really want to get to the core of the findings though, who else to walk you through it than Marcus Hickman himself who set up Davies Hickman Partners in 2007. They have made a name for themselves as market research and industry specialists who advise contact centres with expert insight into market trends, CX and customer service standards.
Six ways to improve CX using AI in your contact centre promises to be a practical look at what can and is being done in the industry right now. This makes it directly applicable to the road map for change in many organisations. There is also the important element of context, as this is the 3rd annual edition of this survey.
To separate fact from fiction the presentation sets out to cover five main questions:
Call & Contact Centre Expo is happening on the 22nd and 23rd of November and if you want to catch this presentation here’s what you need to know, it’s
The Odigo team will also be on our booth, CC-G30 and we have live demos, a competition and open ears to hear all about the issues you’re facing in your contact centre. If you want to ensure you have enough time to ask some specific questions or get a tour around the Odigo solution you can!
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