Artificial intelligence (AI) isn’t just a science fiction concept anymore. You can find it everywhere from digital e-payments and public transport to personalised ads on social media. And it has a lot of benefits for your contact centre agents too.

Within the contact centre, AI involves technologies such as machine learning, speech-to-text, sentiment analysis, analytics, chatbots and interaction routing. These are all closely integrated,  working together to provide outcomes similar (or even superior) to those achievable by human agents.

This guide takes a closer look at the role of technology in contact centres today, shining a light on some of the incredible tools that are harnessing the power of AI. To help you kickstart your AI journey, we’ll share expert insights into adopting AI in your contact centre to eliminate routine, repetitive tasks and speed up resolution.