Balancing Customer and Company Benefits of AI in the Contact Center

AI investments in the contact center should in theory benefit both companies (cost savings, productivity) and customers (convenience, quicker issue resolution). The current reality though is that many organizations have focused on company benefits and the customer experience has gotten noticeably worse. And while this may be better financially short-term, the long term consequences of lost customers will be damaging to organizations that continue down this path. The companies that will survive over the next decade will find a way to balance both the company and customer benefits of AI. This session will showcase how select CX leaders are using AI to deliver exceptional customer experiences while also operating efficiently.