Just about every conceivable market, industry, sector, and organization has been directly affected by the sudden and lasting repercussions of the pandemic.
Consumer expectations have heightened, concerns and preferences have changed dramatically, and the need to interact in largely remote environments has led to major shifts in priorities for just about every company.
The Customer contact, support, and experience space in particular is one that has had to adapt and transform significantly. And in order to continually meet those changing consumer and societal demands, most organizations have implemented advanced technologies like AI.
While these advancements will undoubtedly benefit the lives of both customer service agents and customers alike, it is essential that we make sure they are applied with the user in mind to ensure long-term success.
This report will cover:
• The heightened demands of consumers within a socially distant, digital-first world
• Why AI is crucial to building a more productive, engaged, and customer-centric team of agents
• The importance of understanding when, where, and how agent intervention should occur along the customer journey
• Top 3 ways to leverage AI within the customer support function