That's Genius Podcast

[PODCAST] How the Contact Center is Poised to Change in the Next Five Years with Rowan Trollope

Do your agents have superpowers? Is your AI intuitive enough that customers actually look forward to engaging with your call center?

If not, don’t worry. They will be--it’s only a matter of time.

Remember how five years ago the idea of talking to your computer seemed like science fiction? Today, though, no one gives a second thought to engaging with AI in their own home. How many times in the last 24 hours did you speak to Alexa or Siri?

Rowan Trollope, CEO of Five9, has some interesting insights on the drastic changes that are in store for the future of contact centers in the next 5 years.

1. The creation of “superhuman” agents who are powered by AI

These superhuman agents will have immediate access to customer info that’s being updated in real time via AI and can speak to the customer’s issue as if they were reading their mind.

2. The acceleration of of AI

AI is on the fast-track to being crafted so well the customer actually doesn’t care (or even know!) if a human isn’t on the other end of the call.

Check out Episode 1 of That's Genius!, a podcast brought to you by Five9, to hear more from Rowan! 

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