ARTIFICIAL INTELLIGENCE
BY DONNA FLUSS, DMG CONSULTING LLC
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE FUTURE OF CX IT IS AI-ORCHESTRATED, NOT AI-REPLACED.
One of the most persistent and mistaken narratives in enterprise software is that AI will render today’ s platforms obsolete, including customer experience( CX) solutions.
The argument sounds compelling on the surface. If AI can respond to customer interactions, predict behavior, personalize responses, and automate workflows, why do organizations need contact center-as-a-service( CCaaS), workforce engagement management( WEM), or customer relationship management( CRM) solutions?
The answer is straightforward because AI is an intelligent orchestration
12 CONTACT CENTER PIPELINE layer, not a replacement for the functionality these platforms provide. AI enhances CX platforms and makes them smarter, faster, and more adaptive, but it does not eliminate the need for those platforms.
Let’ s look at the reasons why and how AI helps them.
CCAAS: THE COMMUNICATIONS INFRASTRUCTURE AI CANNOT REPLACE
CCaaS solutions provide the essential connectivity and communications management that powers every inbound and outbound customer interaction in a contact center.
AI... ENABLES CCAAS PLATFORMS TO ADAPT IN REAL TIME, CONTINUOUSLY LEARNING FROM INTERACTION OUTCOMES TO REFINE AND OPTIMIZE ROUTING DECISIONS.