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As Artificial Intelligence Advances, Is Human Error Holding Up the Contact Center?

LiveVox’s CEO discusses the challenges and promise of AI for the industry.

Claudia Adrien

August 19, 2022

14 Slides

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.

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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.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

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Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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