Intelligent CRM: How AI is Already at Work in the Contact Center

We’ve all heard the hype about how Artificial Intelligence will transform how we will work together and engage with customers in the future.  But massive investments and focus on AI and bot capabilities by leaders in the CRM space like Salesforce and Microsoft have already made that future a reality.

Coupled with the introduction of Artificial Intelligence and bots, these CRM applications that already spanned the enterprise are morphing into even more powerful customer experience platforms, delivering more efficiency into the contact center and other areas of customer engagement, with promises to drive even more automation in the near future.

During this period of hyper-adoption, the biggest challenge may just be how to sort through the hype and identify the most effective way to introduce and harness these evolving capabilities today to keep the customers happy - AND keep them coming back.

And of course, the human factor will always be essential, so understanding how to balance automated tools with human agents is critical to delivering the perfect blend of efficient service and personalized customer care.

During this webinar, noted industry analyst Sheila McGee Smith will discuss the following:


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