AI-Driven Transformation: How CCaaS Benefits Are Reshaping the Customer Experience

The customer experience, and how good or bad it’s perceived to be, is a driving force in maintaining customer loyalty. According to Concentrix’s brand love research, a bad customer experience is a key factor when customers decide to break up with a brand. And half of customers say poor performance in customer service and quality (1/4 each) are enough to make them never shop with a brand again.

Generative AI has the potential to fill the gaps in customer service—everything from helping brands to garner insights to providing more comprehensive self-service options. Beyond CX, generative AI’s benefits to businesses include enabling operational efficiency and providing advisor assist tools that can not only help construct responses, but also provide valuable insight into customers’ previous interactions. One of the core functions where generative AI can have a huge impact is with contact center technology—namely, contact center as a service (CCaaS) solutions. CCaaS solutions are cloud-based solutions that provide a platform to manage your customer interactions without needing to maintain hardware that can be cumbersome and result in tech debt. Coupling CCaaS benefits with the advancements of generative AI can provide a higher level of automation than companies could achieve before, with smarter self-service options and hyper-personalized customer experiences.  

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