Key Points
The technology is certainly set to reinvent industries, and contact centres are no exception..
Contact centres are the last line of defence that supports customer interactions across a wide variety of channels including phone calls, emails, web/app chats and other social media interactions for a company and differs from telephone-only call centres through its omnichannel offerings..
While this is great news for those looking to cut down costs and make contact centres financially viable, people in the business say AI isnt about cost-cutting but bringing in efficiencies and upping the customer experience..
As the AI revolution sweeps the world, it continues to haunt workers across sectors including the ones in contact centres sparking widespread fear of layoffs and of bleak future..
The integration of AI-based services in the customer engagement function will create a shift in the roles and responsibilities of contact centre agents, rather than decreasing their headcount," Exotels Puru Govind said..
