In this article, we’re looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as a method to improve agent performance while maintaining or even improving customer service. The popularity has increased as systems have become more flexible and open with data APIs, and the accuracy of AI systems has …
Five Agent Assist applications for contact centres Read More »
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times. In this post we look at how text classification works and what the best use of text classification techniques is in the customer contact centre.
Customer contact deflection with chatbots; it’s the quintessential example of AI for a contact centre. The instant a customer first touches your contact centre presents an opportunity for engagement with an AI system. Most often, the aim is to deflect the customer through self-service of the inbound query. Deflection is most often facilitated by interactive …
Contact Deflection, Chatbots, and Customer Assistance Read More »
Bart, CTO at EdgeTier, gave an interview with Eline Chivot from the Center for Data Innovation recently, discussing how artificial intelligence can enhance human-centric customer service through better personalisation, faster responses, and greater accuracy.
