EDITOR ’ S QUESTION
AI is not a novel creation , but a product of decades of inquiry and invention . Recent AI breakthroughs have opened up exciting opportunities in education and innovation , providing powerful tools to analyze data and act on insights like never before .
DAVE HOEKSTRA , PRODUCT EVANGELIST , CALABRIO
Modern models can offer human and virtual agents ongoing feedback on customer interactions to improve them .
From early chatbots to advanced voicebots , contact center customers have interacted with AI technology . But the latest innovations in AI helps companies make sense of the data customers provide , like reviews , surveys or calls .
Modern models can offer human and virtual agents ongoing feedback on customer interactions to improve them . Workstation copilots can also work with agents and help them find answers . While a helpful human touch will always be required in the contact center , these AI enhancements are becoming more and more essential for agents to perform their jobs effectively and to create a positive customer experience .
While the contact center is poised for significant improvements with AI , there are still important questions remaining : How do we make sure AI tools are impartial , transparent and accountable ? How do we maintain a human-focused and cooperative method of customer service ? These are some of the challenges we are addressing as we work towards a more advanced , AI-driven future in the contact center .
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