Good Practice Guide: Artificial Intelligence for Voice: Selecting the Right Approach for your Contact Centre
With the rapid evolution of AI, a key focus area is how it can be applied to automated voice channels and help to modernise commonly-used technologies.
In this CCMA Good Practice Guide, we explore the role artificial intelligence can play in improving the experience of automation via voice channels in the contact centre.
We establish the options currently available for implementing AI in voice, what makes AI different to traditional systems such as Interactive Voice Response and Automated Speech Recognition, the misconceptions to avoid, the risks of implementing too quickly and a step-by-step guide for a successful implementation.
To download the Good Practice Guide: Artificial Intelligence for Voice Click Here
For more than 30 years, the CCMA has been dedicated to supporting contact centre professionals. We’re constantly pushing ourselves to do more for our thriving community, which happens to be the largest community of contact centre professionals in the UK. The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations – and we live by that to this day.
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