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14min chapter
AI in contact centers trends with Nerys Corfield
VUX World
Design Thinking and AI Solutions for Contact Centers
Exploring the critical role of design thinking in AI solutions for contact centers, focusing on the need for experience design to create a seamless user experience. Contrasting intent-based NLU systems with generative AI-powered bots and the importance of contextual responses and fail-safes for user interaction. Analyzing the challenges and strategies for implementing AI in contact centers, emphasizing the necessity of ethical use and balanced approaches for effective deployment.
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