How AI is transforming the contact centre experience

Leading organisations are applying AI at key points in the customer contact process to speed up resolution and reduce customer frustration.

They’re using AI-powered chatbots to deliver a fast and efficient self-service offering, relieving the pressure on agents and satisfying customers. Our research shows that chatbots are an accepted part of life today. When it comes to voice activated chatbots, the rise of smart speaker technology may have had an influence;
We know that 28% of consumers made a purchase through a smart speaker in 2020, and we expect that figure to shoot up in 2021. Consumers generally welcome chatbots. 43% actively like using voice chatbots and appreciate the way they make life easier, and 75% see getting an immediate response as their main benefit.

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