Human Error

CF: Sometimes AI does not address the needs of contact centers. How much of that is due to human error versus gaps in the technology?

LS: People envision that AI is going to be a silver bullet and it’s kind of just magic. However, It’s an application tool. You have to use it well; otherwise, you won’t be successful. And then the second thing where most people trip up is they don’t view AI as part of a holistic journey. They just view it as this self-contained application. It’s got to flow easily. The application has to be designed [and] integrated with what comes next. And that’s the agent workstation. Applications are just modules. They’re not necessarily designed to be part of an overall customer journey. But if they’re not part of the overall customer journey, then they won’t operate in an ideal state.

Think about your own experiences as a consumer, [where] you call into a contact center and you have some sort of an AI application that you’re working with. You give it information and you get to a certain point where that application no longer serves whatever needs you’re trying to get accomplished. And then you transfer to a live agent. Have you ever experienced the frustration when all the information you gave the AI tool you have to repeat all over again? Our tool seamlessly moves from the AI virtual agent to the live agent, and it keeps all that information. So, it’s a continuous flow.