Artificial Intelligence (AI) has been a topic of curiosity since the classic movie, 2001: A Space Odyssey. But what exactly is AI and how can it help in a contact center environment?

Put simply, AI is an advanced application that uses real-time data and leading algorithms to solve problems. It is essentially a more evolved form of chatbots. AI can offer several operational tools, such as voice recognition, chat programs, analytics tools, and sentiment analysis software.

There are benefits of AI for both digital employee experience (DEX) and customer experience (CX). For DEX, AI can manage simple customer requests and offer real-time data to agents during customer interactions. On the CX side, AI provides self-service options, 24/7 assistance, personalized experiences, faster solutions, and less friction.

However, AI is not a replacement for human interaction. You still need human agents to solve problems and to meet customers’ needs. Additionally, it requires a quality engineer and CX leaders to optimize the benefits of AI.

If you’re considering implementing AI into your contact center, make sure to build a plan that identifies business outcomes to achieve with AI. Decide on a vendor or app, identify product owners who can keep track of the tool, and provide training to your team on how to use it effectively.

Don’t let AI scare you. It’s just another tool in your company’s toolbox that can enhance your CX strategy. If you have questions or need guidance, our comprehensive review of different AI products and tools can help.