AI-enabled self-service, with its ability to have a positive impact on both operational efficiency and customer experience, continues to be a leading conversation among CX professionals. The consideration in implementing customer facing AI often begs the question—where do we start?
Join Tom Rocharez from Cape Air to learn a bit more about the challenges presented in a legacy environment and how the move to cloud paved the way for automation and AI in the contact center. Driven by instinct, agent feedback, and insightful analysis, Tom’s hypotheses led organizational change that would disrupt how CapeAir’s contact center had previously operated.