AI guidance in the contact center

AI in the Contact Center – Sorry, No Chasm, No Trough!

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm, where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all. Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI…

Knowledge plus AI

Knowledge Consistency Vital for AX and CX; AI-Infused Knowledge is the Key

This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. It has been restructured for this blog. What is the key to improved customer (CX) and agent experiences (AX)? Delivering a consistent knowledge experience is key to driving value for both customers and agents. I can cite two surveys to support my claim: A survey of contact center customer service agents where they told us…

Artificial Intelligence (AI)-infused Knowledge: The Platinum Bullet for Customer Service Transformation

Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43% Communication service provider improves interaction compliance 30%, FCR by 19%, and agent satisfaction by 90% Global bank reduces agent training time by 50%, agent churn to <1%, unnecessary service processes by 50%, and elevates NPS from #3 to #1, while enabling any agent to handle any call Global bank reduces training time 60%, improves FCR 36%,…