Listen in as Skip Chilcott, Head of Marketing at IR, describes to Don Witt of The Channel Daily News, a TR publication, how AI is moving into the customer contact center. As AI moves in, it is a real time application that takes into account a lot of the customer activities, application usage, website activities and direct responses to questions in order to start creating a profile for the customer account. Obviously, the more accurate the supporting information, the better the AI responses will be. However, given potentially incorrect information from ghostly outdated sources, AI could produce an unpleasant experience.
Skip continues by helping one understand how to improve the AI customer experience. At its core, AI is figuring out what information to present. The following will help provide a better AI experience:
Audio quality of the voice talking to you
Is it natural or jarring
How long does it take to get a response
Is AI delivering good results
Is AI going to be suc