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Today, all Contact Center BPOs are actively integrating Voice AI technology to make their services more efficient and frontline agents more productive. This is a top-of-the-mind investment for executive teams. In this interview, Praveer Chadha, SVP of Customer Management Services at Datamatics and I do a deep dive into how they utilize AI today. Here’s what stood out to me most 👇 1) Voice AI in contact centers is here to stay and it is the way forward. 2) Current challenges include concerns about hallucination, data privacy, and impact on customer experience. 3) There's a lot of talk about AI implementation, but they still need to be fully deployed. 4) Contact center managers are afraid of changing operations, but executive teams are all in and see the big picture. 5) In the next few years, companies must adapt to AI or become Xerox and risk going out of business. 6) Praveer recommends treating AI as an investment in CapEx and letting it appreciate. 7) Properly implemented AI can reduce contact center costs by 30-40% by automating routine tasks, reducing the need for as many human agents and lowering training costs. 8) Most customer calls are not value-add, they are failure-demand stemming from customer issues. 9) The goal is to create a frictionless customer experience with AI, and AI should optimize channels for customer interactions. 10) Effective AI integration requires a seamless escalation path to human agents. 11) Voice AI can assist with real-time translation, making communication easier across languages and regions. 12) SuperCX is Datamatics' solution for transforming contact centers into AI-led operations. Praveer, thanks for your time and insights 🙏 Full interview here 👉 https://lnkd.in/d4h8fgKN