{"id":162419,"date":"2024-04-08T14:00:37","date_gmt":"2024-04-08T14:00:37","guid":{"rendered":"https:\/\/www.igtsolutions.com\/?page_id=162419"},"modified":"2024-04-09T15:27:30","modified_gmt":"2024-04-09T15:27:30","slug":"beyond-the-horizon-ai-powered-contact-centers-of-the-future","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/beyond-the-horizon-ai-powered-contact-centers-of-the-future\/","title":{"rendered":"Beyond the Horizon: AI-Powered Contact Centers of the Future"},"content":{"rendered":"<div id=\"cs-content\" class=\"cs-content\"><div class=\"x-section e162419-e1 m3hbn-0 m3hbn-1\"><div class=\"x-bg\" aria-hidden=\"true\"><div class=\"x-bg-layer-lower-image\"><\/div><\/div><div class=\"x-row x-container max width e162419-e2 m3hbn-3 m3hbn-4 m3hbn-5 m3hbn-8 m3hbn-9\"><div class=\"x-row-inner\"><div class=\"x-col e162419-e3 m3hbn-d m3hbn-e\"><span class=\"x-image e162419-e4 m3hbn-h m3hbn-i\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/04\/ccw-igt-logo-.png\" width=\"224\" height=\"59\" alt=\"Image\" loading=\"lazy\"><\/span><a class=\"x-image e162419-e5 m3hbn-h m3hbn-j\" href=\"https:\/\/www.igtsolutions.com\/\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/07\/igt-solutions-logo.png\" width=\"595\" height=\"413\" alt=\"IGT Solutions Logo\" loading=\"lazy\"><\/a><div class=\"x-text x-content e162419-e6 m3hbn-k m3hbn-l\">Webinar<\/div><div class=\"x-text x-text-headline e162419-e7 m3hbn-n m3hbn-o m3hbn-p m3hbn-q\"><div class=\"x-text-content\"><div class=\"x-text-content-text\"><h1 class=\"x-text-content-text-primary\">Beyond the Horizon: AI-Powered Contact Centers of the Future<\/h1>\n<\/div><\/div><\/div><div class=\"x-text x-content e162419-e8 m3hbn-k m3hbn-m\">A webinar on the next-generation contact centers, where Artificial Intelligence takes a center stage, and the impact it will have on customers and frontline support agents.<\/div><\/div><div class=\"x-col e162419-e9 m3hbn-d m3hbn-e m3hbn-f\"><div class=\"x-bg\" aria-hidden=\"true\"><div class=\"x-bg-layer-lower-image\"><\/div><div class=\"x-bg-layer-upper-color\"><\/div><\/div><div class=\"x-anchor x-anchor-toggle has-graphic e162419-e10 m3hbn-x\" tabindex=\"0\" role=\"button\" data-x-toggle=\"1\" data-x-toggleable=\"e162419-e10\" data-x-toggle-overlay=\"1\" aria-controls=\"e162419-e10-modal\" aria-expanded=\"false\" aria-haspopup=\"true\" aria-label=\"Toggle Modal Content\"><div class=\"x-anchor-content\"><span class=\"x-graphic\" aria-hidden=\"true\"><i class=\"x-icon x-graphic-child x-graphic-icon x-graphic-primary\" aria-hidden=\"true\" data-x-icon-s=\"&#xf04b;\"><\/i><\/span><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"x-section e162419-e11 m3hbn-0 m3hbn-2\"><div class=\"x-row x-container max width e162419-e12 m3hbn-3 m3hbn-4 m3hbn-5 m3hbn-8 m3hbn-a\"><div class=\"x-row-inner\"><div class=\"x-col e162419-e13 m3hbn-d m3hbn-e\"><div class=\"x-text x-text-headline e162419-e14 m3hbn-o m3hbn-p m3hbn-r m3hbn-s m3hbn-t m3hbn-u\"><div class=\"x-text-content\"><div class=\"x-text-content-text\"><h1 class=\"x-text-content-text-primary\"><strong>Overview<\/strong><\/h1>\n<span class=\"x-text-content-text-subheadline\">During the webinar, our esteemed panelists delved into the transformative impact of AI in contact centers, particularly with the introduction of Generative AI. <span><span class=\"ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak\" dir=\"ltr\">Nonetheless, they stressed that regardless of the technological advancements, the ultimate objective remains consistent \u2013 delivering superior customer experiences (CX).<\/span><\/span><\/span><\/div><\/div><\/div><div class=\"x-text x-text-headline e162419-e15 m3hbn-n m3hbn-o m3hbn-s m3hbn-t m3hbn-u m3hbn-v\"><div class=\"x-text-content\"><div class=\"x-text-content-text\"><h1 class=\"x-text-content-text-primary\"><strong>Key Takeaways<\/strong><\/h1>\n<span class=\"x-text-content-text-subheadline\"><ul>\n \t<li><em>Utilizing AI to enhance CX aims to streamline processes for both consumers and agents, as positive agent experiences invariably translate to positive customer experiences.<\/em><\/li>\n \t<li><em>Jo articulated the concept of adopting a <strong>Digital-First CX approach<\/strong>, which involves empowering customers to resolve issues independently through technology while ensuring swift access to human expertise for complex or sensitive matters.<\/em><\/li>\n \t<li><em>Both panelists emphasized that AI and Generative AI should not be perceived as replacements for agents; rather, they serve to empower agents, emphasizing the importance of human involvement to ensure seamless CX.<\/em><\/li>\n \t<li><em>A crucial point raised was the need to align new technologies, including Gen AI, with enhancing customer experiences rather than solely focusing on productivity.<\/em><\/li>\n \t<li><em>AI, particularly Large Language Models (LLM), can significantly impact areas such as <strong>Quality Assurance, Knowledge Management, and Agent Assistance<\/strong>, leading to increased productivity. However, the effectiveness of these technologies relies on a reliable foundation of information. <\/em><\/li>\n \t<li><em>AI enables agents to become knowledge retrievers rather than relying on memorization, thus enhancing their efficiency.<\/em><\/li>\n \t<li><em>LLMs play a pivotal role in transforming unstructured customer service data into actionable insights, thereby improving both products and customer experiences.<\/em><\/li>\n \t<li><em><em>Integrating AI and LLM into contact centers require careful consideration of customer challenges and internal use cases, along with ensuring buy-in from internal stakeholders before implementation.<\/em><\/em><\/li>\n \t<li><em><em> When implementing AI-powered solutions, valuing expert input, establishing a reliable foundation, and looking beyond vanity metrics are essential aspects.<\/em><\/em><\/li>\n \t<li><em>A feedback loop is essential, where human expertise contributes to refining AI technologies, leading to improved service excellence. This reinforces the idea that AI does not replace humans but rather enhances their capabilities.<\/em><\/li>\n<\/ul><\/span><\/div><\/div><\/div><\/div><div class=\"x-col e162419-e16 m3hbn-d m3hbn-g\"><div class=\"x-text x-text-headline e162419-e17 m3hbn-n m3hbn-o m3hbn-p m3hbn-s m3hbn-t\"><div class=\"x-text-content\"><div class=\"x-text-content-text\"><h1 class=\"x-text-content-text-primary\">Panelists<\/h1>\n<\/div><\/div><\/div><div class=\"x-row e162419-e18 m3hbn-3 m3hbn-6 m3hbn-7 m3hbn-b\"><div class=\"x-row-inner\"><div class=\"x-col e162419-e19 m3hbn-d m3hbn-e\"><div class=\"x-text x-text-headline has-graphic e162419-e20 m3hbn-o m3hbn-p m3hbn-r m3hbn-s m3hbn-u m3hbn-w\"><div class=\"x-text-content\"><span class=\"x-graphic\" aria-hidden=\"true\"><span class=\"x-image x-graphic-child x-graphic-image x-graphic-primary\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/04\/kevin-circle.png\" width=\"88\" height=\"88\" alt=\"Image\" loading=\"lazy\"><\/span><\/span><div class=\"x-text-content-text\"><h1 class=\"x-text-content-text-primary\">KEVIN SHAUGHNESSY<\/h1>\n<span class=\"x-text-content-text-subheadline\"><p>Senior Vice President,<br \/>\nAmericas, IGT Solutions<\/p><\/span><\/div><\/div><\/div><\/div><div class=\"x-col e162419-e21 m3hbn-d m3hbn-e\"><div class=\"x-text x-text-headline has-graphic e162419-e22 m3hbn-o m3hbn-p m3hbn-r m3hbn-s m3hbn-u m3hbn-w\"><div class=\"x-text-content\"><span class=\"x-graphic\" aria-hidden=\"true\"><span class=\"x-image x-graphic-child x-graphic-image x-graphic-primary\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/04\/JO-LAI.png\" width=\"88\" height=\"88\" alt=\"Image\" loading=\"lazy\"><\/span><\/span><div class=\"x-text-content-text\"><h1 class=\"x-text-content-text-primary\">JO LAI<\/h1>\n<span class=\"x-text-content-text-subheadline\">Head of CX, Hopper<\/span><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"x-text x-text-headline e162419-e23 m3hbn-n m3hbn-o m3hbn-p m3hbn-s m3hbn-t\"><div class=\"x-text-content\"><div class=\"x-text-content-text\"><h1 class=\"x-text-content-text-primary\">Moderator<\/h1>\n<\/div><\/div><\/div><div class=\"x-row e162419-e24 m3hbn-3 m3hbn-5 m3hbn-6 m3hbn-8 m3hbn-c\"><div class=\"x-row-inner\"><div class=\"x-col e162419-e25 m3hbn-d m3hbn-e\"><div class=\"x-text x-text-headline has-graphic e162419-e26 m3hbn-o m3hbn-p m3hbn-r m3hbn-s m3hbn-u m3hbn-w\"><div class=\"x-text-content\"><span class=\"x-graphic\" aria-hidden=\"true\"><span class=\"x-image x-graphic-child x-graphic-image x-graphic-primary\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/04\/BROOKE-LYNCH.png\" width=\"88\" height=\"88\" alt=\"Image\" loading=\"lazy\"><\/span><\/span><div class=\"x-text-content-text\"><h1 class=\"x-text-content-text-primary\">BROOKE LYNCH<\/h1>\n<span class=\"x-text-content-text-subheadline\">Divisional Director, Principal Analyst,\nCCW Digital<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>WebinarBeyond the Horizon: AI-Powered Contact Centers of the Future A webinar on the next-generation contact centers, where Artificial Intelligence takes a center stage, and the impact it will have on customers and frontline support agents.Overview During the webinar, our esteemed panelists delved into the transformative impact of AI in contact centers, particularly with the introduction of Generative AI. Nonetheless, they &#8230; <\/p>\n<div><a href=\"https:\/\/www.igtsolutions.com\/beyond-the-horizon-ai-powered-contact-centers-of-the-future\/\" class=\"more-link\">Read More<\/a><\/div>\n","protected":false},"author":29,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-blank-6.php","meta":{"footnotes":""},"class_list":["post-162419","page","type-page","status-publish","hentry","no-post-thumbnail"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Beyond the Horizon: AI-Powered Contact Centers of the Future<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.igtsolutions.com\/beyond-the-horizon-ai-powered-contact-centers-of-the-future\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Beyond the Horizon: AI-Powered Contact Centers of the Future\" \/>\n<meta property=\"og:description\" content=\"WebinarBeyond the Horizon: AI-Powered Contact Centers of the Future A webinar on the next-generation contact centers, where Artificial Intelligence takes a center stage, and the impact it will have on customers and frontline support agents.Overview During the webinar, our esteemed panelists delved into the transformative impact of AI in contact centers, particularly with the introduction of Generative AI. 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