Odigo presents Marcus Hickman at Expo 2022

WATCH: Marcus Hickman deliver ‘Six ways to improve CX using AI in your contact centre‘

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.

Davies Hickman Partners conducted independent research, in partnership with Odigo, and asked 1,035 European business executives what their perception, usage and outlook for AI is.

Six ways to improve CX using AI in your contact centre delivers a practical look at what can and is being done with AI in the industry right now.

To separate fact from fiction the presentation sets out to cover five main questions:

1. Is AI too heavily hyped?
2. Which applications are most appealing?
3. How is AI being used today?
4. Can AI improve CX?
5. What are the challenges which need to be overcome?

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Want to see the research first-hand?

Odigo and Davies Hickman have partnered for the 3rd consecutive year to get unique insight into how EU business leaders perceive the role artificial intelligence (AI) can play in the contact centre. The most important highlights from this survey are presented in a three-part eBook series.