August 19, 2022
Artificial Intelligence (AI) is Louis Summe’s forte. As CEO of LiveVox, a company with more than 20 years of cloud contact center expertise, Summe leads a team that develops AI and other technologies to improve the efficiencies of contact centers. Improving workflows is no easy task when contact centers have a revolving door of employees. Agent churn rates – or attrition rates – for contact centers range between 30% and 45% annually. That’s twice the national average for all other jobs in the U.S.
We recently compiled a list of 20 top CCaaS providers offering products and services via channel partners.
However, Summe views these circumstances as a challenge. With fewer tenured employees at contact centers, employees that do remain can be saddled with additional work. That’s where LiveVox said its software can alleviate such problems. By implementing LiveVox’s AI technology to handle mundane tasks, contact center managers can redirect limited staff to handle more complex concerns, the company said.
Yet, artificial intelligence might not be the solution for everything that ails contact centers. In this interview with Channel Futures (see slideshow above), Summe talks about the promise of AI as well as the difficulties surrounding the technology for organizations. More specifically, he discusses how human failures implementing AI are the primary reasons for poor outcomes and what to do about it.
Read more about:Agents
About the Author(s)
You May Also Like
AWS re:Invent Partner, Vendor News: Cisco, Salesforce, MoreDec 01, 2023
People on the Move: Comcast, Cisco, NICE, TPx, Barracuda, MoreNov 29, 2023
AWS re:Invent 2023 Partner News: Marketplace, Salesforce, Certs, MoreNov 29, 2023
AWS re:Invent Expo: VMware, Snyk, HPE, More Showcase Cloud, Security, AINov 28, 2023