The AI Invasion: Breaking In From The Customer Contact Beachhead


In the past couple of years, contact centers have suddenly undergone an extreme character makeover, from asset-sweating tech laggard to leading light in intelligent automation. How has this corporate ugly duckling turned itself into a digital swan?

Under pressure to differentiate service offerings and add personalization, many organizations have been quietly deploying key AI technologies — especially natural language processing (NLP), image recognition and data analysis. In this article, Martin Taylor, Deputy CEO and Co-Founder of Content Guru, discusses how the contact center’s application of these general-purpose AI technologies is transforming how they model and predict call volumes, enable new automated self-service channels and evolve the role of their oft-maligned workers.

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