Today we’re talking with Vikas and Darryl Addington, the Director of Product Marketing at Five9, and he shares with us some of his own secrets about Artificial Intelligence in the Contact Center. One thing you will have to do if you’re considering using AI for your company is moving towards the cloud, which is where all the data is. There are plenty of benefits to switching over to AI, such as customers being able to get assistance much faster than if they would have to wait for a human being to be available. The problem is it’s often too expensive for smaller businesses, so we discuss ways people can overcome the issue of cost and integrate AI into their own company.

Why people should care about AI 5:12
Are there certain things you need in place to use AI? 6:46
Where people are seeing the benefits in machine learning and AI 12:21
Agent assist capabilities 19:21
Can AI suggest solutions? 22:05
Where to start 27:39

“What [Business] can invest in though is technology using this idea of machine learning, which we can talk a little bit about, they can invest in that to solve the types of problems that they’re suffering from today, which there’s lots of them, especially if you look in the contact center. Tons of room for improvement in customer experience, as we all know, and tons of room for improvement in terms of operations and improving efficiency, and things like that.” 6:02

https://www.linkedin.com/in/darryl-addington-8055642/