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Contact Centre Solutions Jan 25, 2022

Cloudy with a chance of AI

By Andrew Small Managing Director Global Portfolio at BT

Our latest research shows that the demand on contact centres has never been higher.

As traditional commerce is locked down, the shift to digital services is accelerating faster than ever. And, regardless of the pandemic, customers are expecting more advanced levels of service. They are becoming increasingly frustrated with lengthy waiting times and unnecessary journeys for simple solutions. And contact centre agents are under mounting pressure, managing a high volume of inbound calls and increasingly complex demands. AI is showing huge potential to reduce the strain whilst improving customer experience. It can field easily resolved queries and direct more complicated requests. Helping to put customers on the right path to the right solution. Now more than ever, customers value outstanding experiences and proactive, personable support. Read on to discover how using AI and other transformational technologies will enhance your customer service.

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