The hype surrounding Artificial Intelligence (AI) is coming to a point where action, not talk, is needed. Scaremongering stories that AI is a faceless mechanism to cut jobs to improve the bottom line have done little for its reputation. There are
exaggerated fears on one hand, and inflated expectations of what AI can do on the other, but this is a far cry from what it can actually achieve today.
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The augmented intelligence of AI, coupled with real-life human intelligence, is the recipe for organizational success. This dual AI/human interface will deliver a competitive advantage to companies wanting to provide a frictionless customer journey. An omni-channel contact center with AI working hand-in-hand with human agents is going to be vital for any organization that doesn’t want to be in the bottom quartile for customer engagement and customer satisfaction (CSAT).
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