AI adoption in contact centers is accelerating, driven by pressures for quick deployment amid concerns about readiness and operational risks. Experts, like Jon Quayle from Deepdesk, advocate for a balanced approach, utilizing both Agent Assist and Virtual Agents. Companies should view AI as a staged capability, starting with Agent Assist to reduce cognitive load for human agents. This allows organizations to test automation in real scenarios before scaling up. Effective customer experience (CX) strategies blend both technologies, ensuring a smooth transition for customers between automated and human support. A clear roadmap helps leaders identify repetitive tasks and understand when to integrate more automation. By initially focusing on Agent Assist, organizations can enhance conversation quality without compromising human roles. As confidence grows, they can transition to Virtual Agents, ensuring consistency and minimizing friction. This strategic, low-risk approach enables organizations to achieve better efficiency while maintaining a superior customer experience.
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