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15min chapter
AI in contact centers trends with Nerys Corfield
VUX World
Navigating Self-Service Solutions in Contact Centers
The chapter delves into the implementation of self-service solutions, particularly web chat portals, in contact centers, reflecting on past experiences with live chat vendors. It explores the challenges of transitioning customers towards digital self-service while maintaining brand engagement and crisis support through the voice channel. There is a focus on the evolving role of communication channels in contact centers and the potential impact of generative AI on digital interactions.
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