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VUX World
AI in contact centers trends with Nerys Corfield
Apr 3, 2024
Experienced in contact center technology, Nerys Corfield discusses managing contact centers, barriers to success, self-service options, voice channels, future market trends, labor market challenges, responsible AI, and the next 12 months in the industry.
01:02:14
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Quick takeaways
- Blending generative AI and intent-based models can enhance customer experiences in contact centers.
- Implementing generative AI requires establishing controls to ensure responsible and effective use.
Deep dives
The Importance of Integrating Generative AI and Intent-Based Models
The podcast discusses the significance of blending generative AI and intent-based models in customer service. By leveraging generative AI to interpret and understand customer queries and then utilizing intent-based models for delivering specific responses, companies can enhance their customer experiences. This approach offers a balance between innovation and operational efficiency, ensuring better outcomes for customer interactions.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode