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ai customer care: Generative AI making customer support conversations more human, leading to wider adoption

Remember the last time an inane bot directed you to “terms and conditions” while you frantically waited for a human voice to request a refund for your online order? Well, artificial intelligence-powered customer care is here to ease that pain according to a slew of conversational AI platforms such as Exotel, Freshworks, Gupshup, and this transformative technology is applicable to multiple channels from websites to apps, social media as well as messaging platforms including Google’s RCS…

Generative AI at the centre of contact centres’ transformation; will there be layoffs?

The technology is certainly set to reinvent industries, and contact centres are no exception. In fact, AI is at the centrestage of the very business where it could offer the transformational pivot the industry needs for its scalability.  Contact centres are ‘the last line of defence’ that supports customer interactions across a wide variety of channels including phone calls, emails, web/app chats and other social media interactions for a company and differs from telephone-only…