From 10% in 2015 to 37% in 2019, AI adoption has increased by 270%. It is being considered the key driving force is the power of exponential customer engagement. Where the contact centers earlier focused on reducing cost and maximizing profit, now the shift is towards creating exceptional customer experience and long-term relationships.
From omnichannel engagement to 24/7 availability, from self-service to instant reverts, criteria for good CX have evolved largely and this is where AI is revolutionizing things. AI creates a win-win situation for businesses and customers. It improves annual growth and helps agents handle conversation volume, whereas, on the other hand, it delights 66% of customers who prefer interacting with AI-driven bots. Download this whitepaper to
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