Data Observability

CF: What are three areas AI performs well in a contact center environment?

LiveVox’s Louis Summe: AI does well on things that are standardized and relatively straightforward. AI doesn’t do as well on complex, very broad topics. For example, if it’s a very narrow topic or question such as booking a hotel room or making a credit card payment or changing a schedule, those kinds of things are very short, defined and specific and narrow in scope. That’s really where AI does best. So, when you’re thinking about an AI application, the first thing you must think about is how much effort and time will it take to pull the data together to make the AI application work. That’s No. 1. But then No. 2 is, what are the functions that are best done by AI? And then No. 3 is, how do you seamlessly route the question to a contact center agent when it’s not a function that’s best done by AI?