The Value of AI in Contact Center

In this episode of the Futurum Tech Webcast – Interview Series, I’m joined by Angela Lepelley, the Sales Director, AI and Automation at Five9 for conversation about a topic that is steadily increasing in importance: AI in the contact center. For most people, contacting a contact center is a dreaded task. Whether by phone, video, chat, or email, interacting with contact center agents, historically speaking, has been an onerous experience. We also know that customer experience is a top priority for businesses, and many have started to understand the value of also improving the experience in the contact center. But how exactly does that happen? Angela and I explore that in greater detail during the course of our conversation, and also covered the following: A look at the current, and often frustrating realities of the contact center for employees and customers and why AI is playing a role there. What is driving the adoption of AI in the contact center as well as common barriers to adoption that organizations are facing. Not everything in the contact center can be automated. We explored ways that organizations are determining what automation can augment and what still needs to be done by an employee. Automation and AI in the contact center, like an organization’s overall digital transformation, is a journey that is never complete. It is a constant evolution that businesses need to keep tracking, which can be a complicated process. We discussed what organizations should think about as they evaluate automation and AI platforms and potential vendor partners