top of page
Articles Library

Artificial Intelligence is Transforming Customer Care

Writer's picture: Barb FerrignoBarb Ferrigno

by Laura Bassett Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations. Is AI to be used simply to lower cost and increase efficiency? Which contact center software applications are the best suited for AI? Which AI applications are ready, and which need more time to mature?


On one hand, you could do nothing and wait to see how it all plays out. On the other, if it’s been a while since you last evaluated technology options or vendors for call center software, then maybe it’s time to think about modernizing.


Advances in Artificial Intelligence (AI), conversational chatbots, self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI? Without a clear roadmap and strategy for AI implementation, contact centers run the risk of failing to realize the full potential of what AI can deliver.


For CX leaders seriously thinking about strategic investments, now is the time to lay the groundwork for AI. But first, be sure to review our latest 2019 NICE CXone CX Transformation Benchmark. Our global findings reveal that consumers perceive CX and AI significantly differently than businesses think they do. And this perception gap can lead to ineffective executive decisions. The good news is, you can make practical investments that can reap incredible results.


If you have similar questions on your mind, we’ve got you covered. In our upcoming webinar we’ll share key findings to help answer those burning questions: Why adopt AI now? Where can AI add the greatest benefits? Reap the biggest rewards from AI across your inbound or outbound call center - register for this webinar.

4 views0 comments

Recent Posts

See All

Comments


If you enjoyed this article, receive free email updates!

Thanks for subscribing!

Join 45,000 subscribers who receive our newsletter with
resources, events and articles

Thanks for subscribing!

Barb Ferrigno, Concept Marketing Group

We are passionate about our marketing. We've seen it all in our 46 years - companies come and go but the businesses that are consistent, steady, and have a goal are the companies that succeed. We work with you to keep you on track, change with new technologies and business strategies, and, most importantly, help you to succeed. It's not always easy, and it's a lot of hard work but the rewards are well worth the effort. 

2024 Concept Marketing Group                                 cmg.barbferrigno@gmail.com                                         www.MarketingSource.com
                                                  

  • Twitter Concept Marketing Group
  • Facebook Concept Marketing Group
  • LinkedIn Concept Marketing Group
bottom of page