Customer Experience (CX) Artificial Intelligence (AI) software augments contact center environments by providing advanced self-service options for customers, virtual assistants for human agents, and the ability to derive business insights from recorded customer conversation transcripts.
The ROI of CX AI is derived from benefits such as self-service containment of repeatable interactions, lower customer wait times, lower interaction Average Handle Time (AHT), improved agent productivity (and satisfaction), and increased customer satisfaction (CSAT) and Net Promotor Score (NPS) results.
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