Creating Empathy and Eliminating Frustration on the Path from Automation to Live Engagement

Artificial Intelligence (AI)-powered self-service has provided much-needed automation for the contact center industry, but there are times when the path should lead to live engagement.

Companies that deflect consumers away from a live agent to resolve simple questions or tasks quickly and efficiently deliver improved CSAT and a better overall customer experience. What happens, though, when the issue or information required is more complex?

In this panel we’ll explore this question, and discuss best practices for moving consumers from an automated solution to live engagement, focusing on eliminating frustration while promoting:

• A balance between AI and automation alongside human empathy
• Improved customer sentiment tracking
• Tools that help ensure a seamless and exceptional customer journey