The advent of new technology tools and solutions, as well as the maturation of older ones, has given rise to new capabilities for customer service. The contact center industry has entered a new era, with enterprises rapidly adopting new technologies in an effort to keep pace with changes in consumer behavior. At the same time, this shift has increased the challenges and complexities of delivering a superior customer experience (CX).
One such challenge is understanding the customer journey and acting upon those insights, in real-time, to improve that journey and subsequent interactions. It involves infusing intelligence into each touchpoint of the journey, turning data, information, and interactions into actionable outcomes that benefit customers, agents and the overall business.
To facilitate improvements, the use of Artificial Intelligence (AI)1 within customer care has rapidly gained momentum. AI, particularly machine learning (ML) technologies as applied to advanced analytics, offers a way to transcend the limitations of human analysis. AI provides the capabilities to deliver a true intelligence technology— one that, once trained, requires minimal human involvement in extracting meaning from large datasets and that can then be applied across the contact center landscape.