Taylor Reach Group

MAY 30, 2017

Artificial Intelligence and the Contact Center. . What will be the impact of Artificial Intelligence (AI) on the Contact Center? . Business rules tied to applications, and informed by big data and data mining, can drive proactive interactions with or without an agent involved. .

Contact Center 71

Contact Center Artificial Intelligence Customer Journey Map AI 71

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. An immersive omnichannel experience includes all types of outreach and technology. Virtual queuing/Web callback. Traditionally, callers had to wait on hold to maintain their place in an ACD queue.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. We’re at a major and exciting inflection point.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48