There’s more to an AI contact centre than chatbots and automated responses. Richard Higginbotham from Netcall explores how AI can support customer interactions, assist agents and improve processes across the contact centre.For years, automation in the contact centre largely meant predefined IVR menus, routing rules and scripted chatbots.
Today, AI can understand natural language, identify intent, summarise conversations, support agents in real-time and increasingly take approved actions to hel
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