Navigating the Future of AI in Contact Centers

“I think people should stop thinking about contact centers as a thing that is sort of about being responsive and reactive, and instead, really how do we fundamentally change the way you think about the way you talk to customers,” says Pasquale DeMaio, Amazon Web Services’ vice president of Amazon Connect. “In that sense, I think the status quo is really our competition.” In this episode of the Tech Disruptors podcast, DeMaio and Anurag Rana, Bloomberg Intelligence’s senior technology analyst, touch on several pressing topics related to contact center-as-a-service, among them being AI automation, data integration challenges and the shifts in enterprise and end-user expectations for customer service.