It’s no secret that Customer Experience (CX) is a key metric for any Contact Centre Manager. With that in mind, businesses are looking for ways to incorporate new and innovative technologies into their contact centres to improve communications using Artificial Intelligence (AI).
Combining multiple points of Contact Centre Communications, such as Social Media Messaging, Chatbots, Email, etc. with the power of AI, is resulting in new and improved CX, giving customers multi or ‘omni’ channels with which to make contact intelligently.
The Omni-Channel contact centre has been around for a little while now, but adding AI into the mix takes it to a whole new level. Increasingly, call centres are moving away from the traditional single-role agents and giving employees multiple functions in a Contact Centre environment.