Organizations can now embed natural conversational experiences into mobile and web applications, intelligent devices, bots, interactive voice response systems, and messaging platforms. Live assistance can now make self-service an effective option.
Real-time intent recognition provides a new basis for routing, self-service, escalation, live assistance, performance management, operational insight, and decision making. In the context of unpredictable customer demands and the challenges of a distributed workforce, AI-driven capability can provide valuable solutions. This whitepaper examines the next chapter for contact centers and how companies can successfully utilize AI in an era of remote working.
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