Automation and AI: Finding the balance in contact centres
Without a clear understanding of how AI fits into the overall strategy, contact centres risk misalignment, says James Guthrie, founder of Smartz Solutions.
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Contact centres must embrace generative AI or risk being left behind
It took just two months for ChatGPT, the most popular generative AI tool on the market, to reach 100 million users.
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Real-time customer-agent matching saves contact centres millions
Smartz Solutions' Automatic Interaction Distribution tool gives contact centres accurate customer-agent matching with real-time sentiment analysis, reporting and profile building.