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2019 Genesys Contact Centre Blended AI Report: South East Africa

This eBook contains the 2019 Genesys Africa Contact Centre Blended AI Survey results, based on interviews with CX executives in Kenya, Nigeria and South Africa between May and June 2019.

The survey was done by Knowledge Executive and includes:

  • Quantitative insights on the impact of AI on contact centre operations in Africa
  • Business drivers to deploy AI in channels, marketing, sales and services
  • Enabling (and re-skilling) human agents with automation
  • Deploying AI up the value chain
  • Key criteria for AI and technology service providers
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