The impacts of artificial intelligence (AI) in today’s businesses can be far-reaching. Organizations can leverage AI tools and solutions to achieve benefits such as more streamlined communications through digitization that helps to achieve greater process efficiencies. However, one of the most significant impacts of AI is its impact on the human side of the equation, especially when it comes to its uses in contact centers.
AI can have significant impacts and benefits for the human contact center workforce. While previously contact center agents may have been concerned that AI would replace the human element, businesses can benefit by leveraging AI to support human agents rather than replace them. In addition, using AI can enhance both the agent and customer experience (CX) in contact centers.
On average, contact center agents spend 14% of their working time looking for information required to do their jobs. In an average eight-hour workday, this equates to more than an hour a day of productivity costs due to inefficient processes. However, AI tools like virtual assistants, automation, and machine learning can improve efficiencies across the board.
Continue reading: https://itbrief.com.au/story/how-artificial-intelligence-impacts-business-transformation
AI can have significant impacts and benefits for the human contact center workforce. While previously contact center agents may have been concerned that AI would replace the human element, businesses can benefit by leveraging AI to support human agents rather than replace them. In addition, using AI can enhance both the agent and customer experience (CX) in contact centers.
On average, contact center agents spend 14% of their working time looking for information required to do their jobs. In an average eight-hour workday, this equates to more than an hour a day of productivity costs due to inefficient processes. However, AI tools like virtual assistants, automation, and machine learning can improve efficiencies across the board.
Continue reading: https://itbrief.com.au/story/how-artificial-intelligence-impacts-business-transformation
