AI systems seen as key to managing contact centre as volumes rise

Using artificial intelligence (AI) systems will be necessary to effectively manage the volumes of simultaneous customer interactions over multiple contact channels in digital economies, says customer interaction software developer Hi.guru strategic business development consultant Nicholas o’Connor. AI systems that function as agent-assistance systems or analytics engines are helping contact centres to more effectively meet client needs and resolve queries faster. The evolution and broader use of such systems will continue to improve customer experience, he adds.