We’re launching an industry report on Artificial Intelligence (AI) and its impact on the customer experience. We’d love your input.
Artificial Intelligence. It’s the hot, trendy topic that gets bantered around as being ‘the next big thing’ in CX. But how much is hype vs. reality?
If you’re keeping up with the technology trends in the customer experience (CX) space, you’ll notice that Artificial Intelligence and Chatbots consistently being hyped up.
Editor’s Note:This guest post, by James Witcombe of SMAART Recruitment, features an interview with PTP’s Erni Mededovic and highlights the rise of artificial intelligence in Australian contact centers, and it’s connection to customer experience.
Australian contact centers are taking a steady and careful approach to introducing artificial intelligence (AI) into their contact centers. Around 7% of Australian contact centers currently use AI in their interactions with customers, with an additional 11% planning to introduce it in the coming 12 months. A high percentage of remaining contact centers are currently exploring the idea, however 44% of contact centers have no intentions to introduce AI.