Understanding Customer Intent in the Contact Centre

CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio.

In this session, we discuss the following:

• Why is capturing customer intent so important?
• What process do you recommend for capturing customer intent?
• How should a contact centre analyse customer intent to drive value?
• What positive results have Sabio customers realised from actioning customer intent insights?

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