Should We Educate Agents on AI?

Overview

Here we are “post” pandemic and AI is everywhere! AI has been one of the many driving forces attributed to saving businesses. How do we move from simply saving to thriving with AI?

Self-service, automation and digital engagement are important components of most companies 2022 customer experience plan. Artificial intelligence is an essential enabler of today’s modern CX solutions. There are important ways that AI will impact the agent’s work life.

In this session, contact center industry analyst Sheila McGee-Smith, workforce engagement management entrepreneur Juanita Coley and Lauren Maschio of NICE Product Marketing will discuss how AI benefits both agents and contact center analysts and how to best communicate these benefits to agents and supervisors.