Organizations need to use an open interaction-centric cloud platform with a suite of solutions underpinned by AI . Organizations need to think of the customer service interaction at the center of their operations . It should drive everything they do .

AI is the future of CX , and we are already seeing a shift from fear to fear of missing out ( FOMO ) of AI in CX . It is integral to the contact center of the future .

• AI can be used to analyze every interaction , revealing rich insights about customer sentiment to show how CX organizations can improve operations to provide a better CX .

" ORGANIZATIONS NEED TO THINK OF THE CUSTOMER SERVICE INTERACTION AT THE CENTER OF THEIR OPERATIONS . IT SHOULD DRIVE EVERYTHING THEY DO ."

• AI can also greatly improve the employee experience , offloading repetitive tasks so that employees can focus on higher-value tasks .

• Finally , AI can also be used to improve knowledge management systems , creating an effortless system where employees ask anything and receive an accurate , relevant answer , instantly leading to quicker resolutions .

If you would like to learn more about Barry please click here .

Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached at brendan @ contactcenterpipeline . com .

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