Bonus Episode: Key Takeaways from EP15 with our host, Amelia Rose Earhart

This second part of Amelia's favorite moments and thought-provoking takeaways from her CX Pulse conversations highlights how AI made its way into contact centers and why organizations should embrace AI. In episode 15, Contact Center and AI: Making Real-World Progress, Keith Dawson shed light on the best practices and opportunities for contact centers, from making agents' jobs more streamlined to providing solutions for marketing and sales.

Tune in and listen to episode 15 of the CX Pulse podcast to learn more about the impact of AI in contact centers and the many ways AI can be used in the future of the contact center industry.

Keith Dawson is the Vice President & Research Director, Customer Experience at Ventana Research. He leads the expertise in Customer Experience technologies (CX), covering systems that facilitate engagement and allow businesses to influence and optimize their customer-facing operation.

Enjoy!

In This Episode

00:47 - How AI made its way into the contact center

01:37 - Why top organizations need to embrace AI and machine learning

04:24 - What the future holds for AI integration in contact centers

Favorite Quotes

01:29 - "When realistic use cases of AI began to emerge a couple of years ago in contact centers, they were seen as both innovative and evolutionary rather than revolutionary." - Keith Dawson

03:12 - "AI has become so pervasive that it's coming at that kind of problem from various angles. It's surfacing better information, better knowledge, and a knowledge management system, but it's also directing it to where it can do the best." - Keith Dawson

04:59 - "A lot of the exciting things people want to do in areas like personalization, targeting promotions, or offers to specific people or groups of customers will be genuinely assisted by AI and machine learning." - Keith Dawson

Listen to the full episode: Contact Center and AI: Making Real-World Progress

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Connect with Keith Dawson

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Ventana Research

Visit NICE

Website - www.nice.com

Facebook - https://www.facebook.com/OfficialNICELtd/

YouTube - https://www.youtube.com/c/NICESystems

Twitter - https://twitter.com/NICE_CX

LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

Listen to more episodes of the CX Pulse Podcast

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