AI set to impact customer experience in financial services
New research reveals that the majority (52%) of financial services employees feel positive or very positive about the growth of AI, and 62% say learning to use new technologies increases their motivation at work and improves customer experience. More than half (56%) are also confident they have the necessary skills to work with more AI […]
AI will enable contact centre agents ‘to become true brand guardians’
A new report has highlighted the essential role of hybrid and remote contact centre agents, the expected impact of artificial intelligence (AI), and agents’ readiness to act as brand guardians in the face of evolving consumer demands. Calabrio surveyed 400 contact center managers from across 10 countries, 4 age groups, and 6 industries. While there […]
Examining the impact of AI on Contact Centre and Customer Experience
Artificial Intelligence (AI) is revolutionising various industries, and its impact on the contact centre and customer experience sectors is profound. AI-powered technologies are transforming how businesses interact with customers, enhancing efficiency, personalisation, and overall customer satisfaction. Here, we explore the ways in which AI is impacting the call centre and customer experience sectors, reshaping the […]
Cyberattacks on major organisations ‘highlight AI vulnerabilities’
The cyber landscape continues to evolve as major organisations like British Airways, Boots, and the BBC face the aftermath of a crippling cyber attack. The battle against cyberattacks seems to have been lost, with vulnerabilities in AI becoming a potential future target for those trying to steal personal data, according to analysts at GlobalData. David […]
Do you specialise in Artificial Intelligence for contact centres? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focusing on Artificial Intelligence. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
The implications of AI and ChatGPT on customer experience
The impact of ChatGPT on the business technology world has generated a lot of buzz, but does the reality live up to the hype? And what does it really mean for the future of work, customer experience, and Communications Platform-as-a-Service (CPaaS) solutions? For years, technology experts have been discussing the growing prominence of large language […]
Do you specialise in Artificial Intelligence? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focusing on Artificial Intelligence. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Artificial Intelligence […]
Contact Centre Masterclass: How to Turn AI into ROI and loyal customers
Advances in AI Automation through Conversational Artificial Intelligence are enabling companies to provide high quality customer service at scale while also helping call centres achieve significant cost savings. But the AI topic has been around for years so how do you actually achieve the promise of Conversational AI in your contact centre today? Join this […]
WEBINAR REWIND: The future of AI in the contact centre
Don’t worry if you missed last week’s insightful webinar about the future of AI in the contact centre – You can now re-watch the entire session online. The in-depth discussion saw Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) explore the maturity of AI in the CX space, the key barriers to AI […]
WEBINAR: The future of AI in the contact centre
Tuesday, September 14, 2021, 10 a.m. BST Join talkdesk for a virtual discussion with Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) to explore the maturity of AI in the CX space, the key barriers to AI adoption, and the top predictions for the future of AI in the contact centre. Contact centres […]
