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Instead, instantaneous information, smart self-service and prepared agents will be there to quickly and effortlessly resolve requests.
President of the CX Division at NICE.
A new definition of AI assistance
But what does this mean for the consumer?
In this framework, contact center staff and AI work in harmony.
That means better experiences for contact center workers too.
For agents that can mean more job satisfaction, happier end customers and an overall increase in work-life balance.
AI will provide more freedom not only in how they work but also where and when they work.
Its also creating an enhanced workforce upskilled by the technology to excel in specialised roles.
The future of CX is here.
The question is: is your business ready and equipped to embrace it?
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