Conversational AI in customer contact centres

Today several technology tools assist agents in contact centres to ensure better CX, first call resolution and optimal customer handling time. The tech that I would like to see is conversational AI technologies capable of speech and chat, and the ability to switch between the two seamlessly, while keeping the conversation context with the customer.

These AI systems would not have effects of human fatigue or selective listening. They will have the ability to keenly listen to every customer conversation with empathy and context. They will be available 24X7, personalised to each customer.

The agents will augment/assist these AI systems only where necessary to ensure seamless engagement with the customers. With the data secure on the customers’ private clouds, agents can work from anywhere. In contact centres of the future, the information systems will leverage machine learning and vector search to quickly and accurately get to the requisite information to resolve customer needs with speed and delight.



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