Organizations increasingly are embracing artificial intelligence (AI) in their customer interactions. Nemertes Research has found that 62% of companies are using or planning to use AI in their customer experience strategy, up from 44% one year prior. The challenge is how best to use AI and incorporate it into your intelligent engagement strategy—particularly relevant as companies adjust how to address changing requirements for agents and customers during the COVID-19 pandemic.
In this webinar, we’ll hear about best practices relating to identifying business goals, problems, and opportunities; setting budgets for and selecting AI technology; and measuring what success looks like. As companies adjust to work-at-home contact center agents, AI plays an even more vital role by assisting customers through self-service apps and virtual agents.