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Artificial Intelligence (AI) is one of the most disruptive technologies of our time, and early adopters are already experimenting with its lucrative functions, especially within the contact center world. AI-fueled technology helps customer service teams deliver more personalized customer interactions by leveraging new customer data. This leads to more productive conversations and proactive customer service. AI can streamline inquiries, assistance, and outcomes by extracting useful information from conversations.

This information can be used to predict trends and customer sentiment that can influence retention, loyalty, and purchase inclinations. AI can help contact centers improve customer service by streamlining inquiries, capturing resolutions, and predicting trends and customer sentiment that may affect retention and loyalty. In contact centers, managers spend more than 50 percent of their time on administrative tasks, which causes them to spend less time developing agents. AI can mitigate these concerns by providing real-time updates to supervisors and in-line training for agents.

AI can enhance data collection and reporting tasks, but customer service agents must be refocused on higher-level customer concerns to deliver faster and more effective customer experiences. AI is crucial in improving both agent and customer experience, but contact center leaders must cut through AI hype to determine its real-world value.

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