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Reinventing the Contact Center

Reinventing the Contact Center

IBM
Published by: Research Desk Released: Aug 01, 2020

Some contact centers have already deployed virtual agents and are thus better able to adjust quickly to changes in volume and new customer concerns. They can immediately scale operations to handle unanticipated workload. This research suggests AI’s importance to organizational strategy is likely to double in the next three years.

There are five primary ways that virtual agents can help the contact center:

  • Workload management
  • Agent assist
  • Automation
  • Pre-screening
  • Smart routing

Download this report to learn more.

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