AI & Automation

A patient needs to see a cardiologist. Her physician sent the referral two weeks ago. She’s called the patient access center three times. Each time, she’s waited more than four minutes on hold. Each time, she’s repeated the same information she gave on the call before. 

She still hasn't booked the appointment. 

Call quality management in CX has long been a game of random sampling and hoping that the 3-5% of calls captured accurately represent your center's total audience. Historically, however, leaving the overwhelming majority of calls unanalyzed meant their potential insights were simply lost forever. 

Even before AI took the tech world (and, really, the world at large) by storm, businesses ran on data. Now that we’re several decades into The Information Age, and with AI hungrily consuming every piece of information we give it, the importance of data in business — and the data analytics that stems from it — has never been higher. 

Speed and cost savings. That’s usually where the AI conversation starts, and, too often, where it ends. 

What do E-ZPass and TSA PreCheck have to do with contact center quality management? More than you might think. 

Generative AI has found its place in many parts of contact centers, helping to provide better customer service in many workflows across countless industries. Using it to automate call transcriptions and improve the accuracy and usefulness of transcriptions, is a welcome evolution for many customer experience (CX) leaders. 

The best contact centers have always changed to meet the expectations of their customers, and that’s especially true as AI in CX continues to reshape how those expectations are formed. The full impact of ChatGPT’s launch in November 2022 has been difficult to quantify. The pace of artificial intelligence innovation makes it impossible to plan. What’s new today can feel obsolete tomorrow. It’s equally hard to plan when consumer behavior is caught up in the AI frenzy.