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        Keith Dawson's Analyst Perspectives

        A lot of conversations around contact centers deal with automation, particularly how to balance the way humans and automated systems work together. Self-service, the front end of the customer interaction, is where practitioners get a first taste of the marvels of increasingly advanced automation. As customer expectations ramped up and labor became more costly during the pandemic, deflecting interactions away from agents took on new urgency. We continue to see impressive advances in automated...

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        Topics: Customer Experience, Self-service, automation, Contact Center, Knowledge Management, agent management, Customer Experience Management, Intelligent Self-Service, Conversational AI
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