Improving the Relevance of AI for CX

On this episode, Amelia welcomes Dave Michels, Lead Analyst at TalkingPointz and UC Expert at UCStrategies. During this conversation, Dave and Amelia discuss:

- The relevance of AI in the contact center.

- Increasing customer satisfaction with AI for self-service.

- Our rising trust level of AI.

- Good vs. exceptional AI and invisible technology.

- The problem with AI making too many wrong assumptions.

- The varying touchpoints of digital CX interactions.

- The importance of the “right to forget” as a customer.

- The problem with rushing to implement bad AI.

- The times when it is better to deal with a machine than a human.

- Making AI optional while allowing human interaction when necessary.

 

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCentre #CustomerService #CustomerExperience