Everybody's talking about AI. But how can we leverage AI to benefit customer experience? Watch our latest video as our team discuss the role of contact centre technology, and the opportunities that AI presents for delivering better customer experience. https://lnkd.in/eQHFftbq #WeArePragma #CONTACTforiPECSCloud #iPECSCloud
What's wrong with AI? 🤔 There are 2 issues as I see them (Am I the only cynic in the village?! 😂 ). Firstly, most companies try to use technology to save money, rather than provide better service (no matter what they pretend). So AI is seen as means of delivering service with less knowledgeable Agents (read lower paid), and preferably no Agents at all (even less costs). So the very premise of implementing AI as a tool becomes flawed. Secondly, there is a lot of misrepresentation and pretence. AI is nothing more than a large database, pretending to be intelligent because it has a) more data and b) can trawl through them quicker than us! 😜 We both have been in technology sector long enough to recognise hype when we see it. Remember CTI? Voice Recognition? Multi-Channel Call Centres? 🙄 I still smile when I recall the analogy with "Teenage Sex" (Everyone is talking about it, but nobody is doing it, or not doing it right! 🤣 )
Graham Bunting
7mo
Proper hot topic and not just within our industry. The use cases for AI are enormous, and we are just seeing the very tip of the iceberg. Great conversation before during and afterwards thanks Andy Herring and Steve McSherry
I enable your GROWTH through Channel Sales - MD & Chief Engagement Officer @ Trust Partner Services Ltd
7moThere's a big wave here Ali (and we're all going to get splashed) and the elephant is definitely in the room and will not be ignored. As with all new technology like this, there's a ton of hype (to be expected), but there's also a ton of value too. None of us is so smart that we know where it's taking us but you can bet your life that some of us will guess correctly and others will not 😳 Some fabulous use cases that I've seen and it's the use cases that will help us better understand it's overall value P.s. this post was NOT written by Ai in fact there is no "I" at all