The Impact of AI on the Customer & Agent Experience

65% of all interactions are still managed by humans through a voice-only channel. And, while chatbots are becoming more effective at handling straightforward customer queries, human agents are left handling the most challenging conversations. 

It’s time for contact centre leaders to simplify agent-customer interactions by listening at scale and delivering informed action. In this session, Creovai COO Simon Black will share how AI can analyse customer interactions to provide real-time agent guidance and insights to improve the customer journey.