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Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman explores 7 ways to turn your contact centre agents into superheroes using conversational AI.

New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives it’s time to think differently and embrace automation to elevate the status of the contact centre agents and make their jobs more engaging.

The aim of AI isn’t to replace people with robots. As former Oracle director Paul Reader said, “Automation is not the future, human augmentation is.”(i) From contact centres to factories, AI tools such as bots can reduce costs and increase team efficiency in a matter of months. Automation can be a game changer for customer communication and overall job satisfaction.

Change the mindset, starting with your people...

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