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A Quick Guide to…AI, Virtual Assistance & Chatbots in the Contact Centre

As the number of chatbots and virtual agents grow, so do the number of failed projects and frustrated customers. This paper looks at the use of AI in customer engagement and analyses the factors that are needed to deliver a successful project within the customer service environment.

Many simple customers service tasks lend themselves well to automation, but as customers ask increasingly complex questions how do we ensure that we deliver the empathy and expertise required to maintain high levels of customer satisfaction?

Too many AI projects fail as they are deployed in isolation of the contact centre, read this Quick Guide on AI, Virtual Assistance (VA) and Chatbots to understand more about the various options and find out what is required to deliver a seamless integration of automated and assisted customer service.

 

Trusted by many of Europe’s top businesses to manage their end-to-end omni-channel customer journey, mplsystems have been listed as a Visionary for 3 consecutive years in Gartner’s Contact Centre as a Service Magic Quadrant, W. Europe. Contact Centre efficiency is transformed with our intelligent self-service solution, which uses AI, VA and Chatbots to provide seamless digital engagement.

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