interactions live 2021

Transforming customer experiences

The NICE inContact Blog

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the neglected role of knowledge in contact center conversational ai systems

The Neglected Role of Knowledge in Contact Center Conversational AI Systems

Answering routine questions, assisting contact center agents to handle calls, creating support tickets, checking statuses—conversational AI technologies have transformed all of these contact center tasks. And by doing so, this advanced call center technology has undoubtedly enabled enterprises to create a range of differentiated user experiences and increase productivity in specific workflows.