Janna Pugh

Artificial Intelligence (AI) is rapidly transforming customer service. By implementing AI-driven solutions, contact centers are enhancing customer experiences, reducing operational costs, and improving efficiency. For many, AI Agents are the next step to improving customer experience (CX) today. So how do you successfully integrate them into your customer service strategy?  

Ask any CX leader about their top priorities, and one goal always rises to the top: improving agent productivity. After all, contact centers exist to quickly and efficiently help customers with support requests, questions, and other services that encourage them to keep buying from the business. 

Let’s face it: most customers don’t actually look forward to contacting customer support. It usually means something went wrong. But when they do, there’s one thing that can instantly make or break the experience—rapport.