What is AI in customer contact?

AI in customer contact refers to the use of artificial intelligence to make interactions between companies and customers smarter, faster, and more efficient. Think of chatbots, speech recognition, sentiment analysis, and predictive models that help to automatically answer questions or proactively solve problems.

The big advantage of AI is that it automates and personalizes processes. Customers get immediate answers, while companies save costs and improve their service quality. AI can also recognize trends and patterns, enabling organizations to better respond to customer needs and future questions.