Call and contact centers serve as the foundation of many businesses and with good reason. It’s the place where your business meets your customers, often in their most critical point of need, to resolve issues, offer guidance, and improve experiences.
While the phone is still a critical channel, many companies who don’t offer alternative self-service options are often ill-equipped to handle surges in volume that come from unprecedented events like product recalls, natural disasters, and most recently, the COVID-19 pandemic.
As call deflection, scalability and self-service become top priority for contact centers, many are turning to conversational AI, chatbots and intelligent virtual assistants (IVAs) to fortify contact center operations. These technologies, when deployed correctly, offer your customers the support they need around-the-clock while also reducing costs.
Read this whitepaper to learn more about conversational AI, chatbot, and intelligent virtual assistant technology for contact centers and customer service. Topics include: