CX Today Transforming Contact Centers with AI: Insights and Innovations
Jan 27, 2025
18:28
Join Rhys Fisher, Deputy Editor at CX Today, as he chats with Chris Bardon, Chief Software Architect at ComputerTalk.
Together, they delve into the transformative role of AI in customer experience and explore the latest features of Computer Talk’s ICE 15 platform.
The discussion reveals how AI is pushing the boundaries of real-time agent assistance and seamless contact management. Here are some of the key takeaways:
- Real-Time AI in Action: How ICE 15’s agent assist tools use GenAI for live call analsis, helping agents access critical information instantly
- Simplified Interfaces for Better Experiences: The importance of a unified platform that consolidates voice, chat, email, and social channels into one seamless interface
- AI and Human Synergy: Why AI supplements human creativity rather than replacing it, from automating routine tasks to empowering new agents
- ROI and Measurement: Strategies for assessing the tangible value of AI-powered platforms like ICE, from reduced agent workloads to enhanced customer insights