How to Accelerate and De-risk AI-Automated CX
by Cathy Jooste, President, Business Process and Customer Care Outsourcing, Computer Generated Solutions, Inc. -
December 1, 2024
How to Accelerate and De-risk AI-Automated CX
Cathy Jooste, President, Business Process and Customer Care Outsourcing, Computer Generated Solutions, Inc.
In this article, CGS’s Cathy Jooste discusses the strategic implementation of AI to enhance customer experience (CX) in call centers while taking care to mitigate risks. To succeed, companies should avoid any hasty integration that could inadvertently harm CX; instead, AI integration should prioritize customer needs, blending automation with human touchpoints to improve satisfaction, efficiency, and data-driven insights. Off-the-shelf AI solutions offer a safer, cost-effective alternative to custom-built systems
while reducing complexity and allowing for incremental testing. Finally, proper deployment, including robust data security, can reduce churn, boost loyalty, and cut costs.
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