Contact center AI faces its resolution test as metrics fall out of step

Artificial intelligence is moving out of the pilot phase in customer service, and knowledge management is emerging as the constraint that decides whether the investment pays off. Contact centers combine high interaction volumes, heavy labor costs and visible moments of truth with customers, which makes them the clearest test of where the technology delivers measurable […] The post Contact center AI faces its resolution test as metrics fall out of step appeared first on SiliconANGLE .