Trends and Forecasts
The latest contact center research, trends, and strategies
Artificial Intelligence
Beyond the happy path: a deep-dive into deterministic execution
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
Replicant News
Now live: Bot-to-Bot Transfers
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
Artificial Intelligence
AI building AI building AI
Most contact center leaders aren’t asking for flashier automation. They’re asking for resolution.
They’ve tried bots before, IVRs that redirect, chat tools that escalate at the first sign of complexity, “AI” that still sounds like a phone tree. None of them moved the needle ...
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Artificial Intelligence
Part 2: The Unforeseen Costs of Building a Conversational AI Solution
Replicant News
Customer Service Innovators 2022: 50 Leaders Transforming Contact Centers
Artificial Intelligence
Part 1: The Unforeseen Costs of Building a Conversational AI Solution
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