Shifting the Paradigm: How Conversational AI is Changing the Way Contact Centers are Run

The past few years have seen technology, namely Conversational AI, advance to a place where many interactions, including those with complicated intent, can be handled by automation. However, because the model of the contact center has not shifted to fit this capability, the end result still falls short. Learn why the contact center model today is currently broken, the main considerations that should be addressed in digital transformation, and how a contact center model that leads with technology can bring the most success and return on investment.