leverage technology solutions to ensure quality customer experiences. With the evolution of artificial intelligence and machine learning , organisations can take a more comprehensive approach toand streamlining contact centre operations. While AI is a reliable means to address mundane, repetitive tasks such as checking an account balance or pausing a subscription, not all customer interactions are that simple.
When it comes to more complex problems, customers continue to seek out human assistance. In a recent report, 82% of respondents claimed to want the reassurance only a live agent could offer when asked why they escalated their issue.won’t be successful. When it comes to empathy and resolution of complex issues, live agents are irreplaceable.