For years, investments in the voice channel have taken backseat to digital. But with the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice in a world where consumers want to engage through channels and devices beyond the phone.
https://whatsnext.nuance.com/customer-experience/voice-customer-experiences/
Technology has been the cornerstone of economic growth around the world for hundreds of years. It has underpinned the last three industrial revolutions and is now the driving factor in today’s Fourth Industrial Revolution — marked by emerging technologies in a variety of fields.
Unsurprisingly, artificial intelligence is one of the key technologies driving this new revolution. As described in the 1950s by the father of modern computer science, Alan Turing, “What we want is a machine that can learn from experience.” His paper, “Computing Machinery and Intelligence,” is the earliest description of neural networks and how computer intelligence should be measured. While the concept of AI isn’t new, we’re only on the cusp of seeing AI drive real business value in the enterprise.
https://techcrunch.com/2018/12/13/powering-customer-journeys-in-the-age-of-ai/
Artificial Intelligence-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center while reducing costs. Many companies are facing business challenges such as high customer expectations, limited automation options, difficulty in implementing and deploying new contact center technologies, and agent attrition. Fortunately, the opportunity for business leaders to address such challenges through cloud-based, AI-powered engagement is considerable.
https://markets.businessinsider.com/news/stocks/using-ai-powered-virtual-agents-to-optimize-the-customer-experience-of-your-contact-center-1027570822/
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