Pitfalls to look out for and avoid when implementing AI in the contact centre

Looking to deploy a chatbot/virtual assistant/other digital customer self-service channels within the contact centre?

Innovating with a fast-evolving technology that most people have little practical exposure to, can be risky.

Organisations need to minimise such risks and move forward to competing in an AI driven economy. That said, much has been learnt even within the small period that AI has become a mainstream topic and capability. Factoring these lessons into your strategy will make you more effective and successful.

This whitepaper looks at why so many AI projects fail when implemented in the contact centre and outlines a staged approach to a more realistic and manageable transition to these technologies.

File Information: White Paper, pdf 2.5 MB

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