Kristian McCann sits down with Chris Scimone, Director, Solutions Architecture & Engineering at New Era Technology, to answer one of the biggest questions facing organizations investing in AI for customer experience: where should you start?
Many contact centers understand the potential of AI, but identifying the right first use case can be challenging. Should organizations focus on customer-facing automation? Agent assistance? Self-service? And how do they ensure early deployments can be expanded upon as the operation scales?
Chris shares practical guidance drawn from real-world deployments, explaining why successful AI initiatives often begin by supporting agents behind the scenes before expanding into broader automation.
But knowing where to start is one thing. Knowing how to manage, maintain, and expand operations is the real challenge.
Visit New Era Technology to identify the biggest friction points affecting customers and agents
