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Companies across all industries are experimenting with a suite of artificial intelligence (AI) solutions in the contact center to improve customer care, increase operational efficiency and enhance security. And that experimentation will continue to grow. In fact, MIT found that by the end of 2020, 97% of large companies surveyed will deploy AI.
In a recent webinar, we sat down with Claire Beatty, a leading analyst from MIT, and Aarde Cosseboom from TechStyle to learn about the driving forces behind AI adoption, current AI use cases, challenges and trends. It also explores how the COVID-19 pandemic has changed the trajectory of AI in the contact center.
Here are some of the highlights from the event.
How to Deliver Personalized Customer Experiences at Scale
In the global report, MIT surveyed over 1,000 senior executives of leading brands to identify how they’re using AI today — and how they plan to use it in the future. When we took a closer look at the results, we found that AI is playing a variety of different roles across all business sectors. One of the top use cases is customer care efforts.
TechStyle, a leader in online retailer, implemented AI to stand apart from the competition. With 5 million members, 6 million phone calls per year and 3 million chats per year, communication is core to its business. And the company leverages AI to help with that communication back and forth. By integrating AI, TechStyle:
Genesys AI gives agents the ability to go beyond efficiency and effectiveness to be more empathetic and earn loyalty through stronger connections and better results. By leveraging insights from historical, third-party and behavioral data, AI unifies and filters this data to provide agents with the complete context of the customer. It then turns these mounds of data into real-time insights and actions.
Three Best Practices for Integrating AI
While AI is deployed widely across industries, MIT found that implementing and scaling the technology is difficult for many organizations. Existing technology limitations, process and culture change, and talent shortages are all constraints to using AI.
This is why Genesys built a platform with robust AI capabilities that empower organizations to integrate and successfully use AI across marketing, sales and service. Here’s how Genesys AI overcomes common implementation challenges.
To hear more about AI use cases, best practices for implementing and scaling AI, and market trends in adoption of AI in the contact center, watch the on-demand MIT webinar.
And request a demo to learn more about how Genesys AI can help you deliver personalized customer experience at scale talk with one of our AI experts today.
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