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Learn how to harness and streamline knowledge for faster, more accurate service responses.

As we move into 2024, momentum around deploying contact centre AI is accelerating. Gartner predicts that by 2025, 80% of customer service and support organisations will be applying generative AI. Moving beyond the hype, companies are now looking at exactly how they implement AI in the contact centre.

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience.

Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost centre rather than a source of competitive advantage and revenues.

As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs.

Customer expectations around the contact centre experience are rising continually. Organisations know they need to act - but where to start?