It’s National Customer Service Week…

The theme today is… ‘The Future of AI’

There’s a lot of talk in the contact centre industry about AI and how it’s going to revolutionise the customer experience and I’ve no doubt that AI has its place, but in my experience current systems using AI take a long time to train, deploy and manage once they’re live.

And on a handful of projects utilising AI, the client has actually rolled back to a previous system due to customer feedback.

What is your organisation doing to track and improve your customer service levels?

What’s your experience of deploying AI based systems?