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The Role of Virtual Assistants and AI Chatbots in Contact Centers
2024-03-21 • 5 min read
Adina Humayoon
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Challenges before AI chatbots in contact centers
High volume, low-efficiency
Inconsistent customer experience
Agent burnout and attrition
The evolution of contact centers – How chatbots improve customer experience?
Contact center modernization
Enhanced customer experience
Operational efficiency
Solutions to implementing AI chatbots in contact centers
Key technologies behind AI in contact centers
Natural language processing (NLP)
Machine learning (ML)
Sentiment analysis
Virtual assistants in contact centers around the world
North America: Macy’s On Call, powered by IBM Watson
Asia: SoftBank’s Erica in Japan
Europe: Swedbank’s Nina in Sweden
The future of AI in contact centers
What is the role of virtual assistants and AI chatbots in contact centers modernization? Learn their benefits and technologies in this blog.
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