In the space of just a few short years, Artificial Intelligence (AI) has gone from being a somewhat niche field, to front and centre in the public consciousness. With the rise of ChatGPT and similar platforms, there is much speculation about where this technology is heading, and what its impact will be on our personal and professional lives. Indeed, organisations across numerous sectors are already exploring the different ways it can be utilised to reduce costs, optimise efficiency, and improve service quality.
It’s understandable. We all like things that run efficiently, and when they don’t, it can be a major source of frustration. That’s why customer service and contact centre environments would seem like a natural area to explore where AI can be of the most benefit. Indeed, the timing would appear to be perfect, as according to Forrester’s annual report on customer experience (CX), the way customers feel about their interactions with companies has dropped significantly over the past year.
However, it’s not quite that simple…