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        Keith Dawson's Analyst Perspectives

        The first wave of discussions around artificial intelligence (AI) in the contact center was focused on providing software buyers with a general understanding of what the technology could do. Now the conversations are becoming more specific, focused and direct. Buyers are more aware of the spectrum of available use cases and appear to be exploring how to map new tools to the particular business problems they face. Contact center buyers are approaching new technology deployments (or enhancements...

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        Topics: Customer Experience, Contact Center, AI, natural language processing, agent management, Intelligent Self-Service, Generative AI, Computer Vision

        Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences. Automation also allows organizations to make their service processes richer, incorporating information and staff from back offices, for example, or embedding conversational tools into contact center processes.

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        Topics: Customer Experience, embedded analytics, Analytics, Contact Center, natural language processing, agent management, Customer Experience Management, Field Service, Process Mining, Streaming Analytics, AI & Machine Learning, customer service and support

        Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.

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        Topics: Customer Experience, Voice of the Customer, Analytics, Collaboration, Contact Center, natural language processing, agent management, AI & Machine Learning

        The pandemic has raised the stakes for self-service in every part of the customer journey. In 2020, the customer service industry underwent a shock to its collective system by pulling up stakes and moving agents to remote work. At the same time, consumers moved away from in-person interactions in stores and branches. This systemic disruption has led to longer call wait times and tougher interactions because collaborating and accessing company data systems from outside the office is difficult.

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        Topics: Customer Experience, Contact Center, Digital Technology, natural language processing, Conversational Computing, agent management, AI & Machine Learning
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