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.
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.
