ChatBots and AI in the Contact Centre
ChatBots are intelligent machines which can perform various automated tasks on behalf of contact centre agents. The digital age has given rise to a culture of customers who are used to interacting with machines and getting immediate gratification. ChatBots and AI are not just buzzwords, think of them as a tool for enabling self-service via digital communications channels. Making use of natural language and augmented intelligence to provide information not to just customers but agents as well. Let the Bots concentrate on the data driven tasks but ensure you have the ability to escalate to live agents with information as needed. Continuing to deliver a seamless customer experience from end to end for the customer.