Guest Post: Artificial Intelligence On The Rise In Australian Contact Centers

Guest Post: Artificial Intelligence On The Rise In Australian Contact Centers

James Witcombe James Witcombe | Wednesday, June 28, 2017

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.

Continue Reading »