Understanding the Intersection of Humans and AI in Customer Experience

This post was originally published on Network Computing

Artificial Intelligence (AI) has been viewed as a massive change agent for customer experience (CX) delivered from contact centers. AI-driven analytics improve service delivery and customer satisfaction (CSAT) through insights that benefit agents, supervisors, and quality teams. In a recent webinar, two industry experts at NICE, arguably the leader in AI-powered CX, discussed AI’s practical applications and its complementary role alongside human contact center agents. Here’s a summary of the key points presented by senior product marketing manager Brooke Phillips and customer success leader Jared Norwood.

The Impact of AI on CX

AI has become indispensable for today’s CX leaders. According to Deloitte data, companies that deploy AI experience a 20 percent increase in customer retention and improved response times, accuracy, and personalization. McKinsey reports that companies with high AI adoption have 12 percent greater customer satisfaction than those with lower adoption. Moreover, 75 percent of CEOs consider generative AI a top priority, and they’re investing in it to increase profitability, according to KPMG.

Many organizations need help with assessments due to traditional methods that rely on small samples or subjective evaluations. Such methods give agents inadequate feedback. In addition to measuring CSAT, companies can use AI-based models focused on agent behaviors. AI-driven

Read the rest of this post, which was originally published on Network Computing.

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