Innovative solutions, including those which make use of artificial intelligence, can generate incredible value for the contact center.
It may take more, however, than a small investment -- and the click of a button -- to actually unlock that value.
To truly reap the rewards of AI, an organization will need to think critically (and thoroughly) about how the technology can give customers what they want and agents what they need. It involves a methodical, expertly orchestrated journey.
It also involves access to robust data about the contact center and the customers it serves.
In the newest CCW Digital podcast, Royal Bank of Scotland's Nick Muir discusses how his organization is working to ensure that any investment into automation comes from the right mindset -- and yields the greatest possible return.
Listen below!