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Highlights from the conversation
Sid & Raj recently sat down together for the Contact Center Worlds Online Conference Series, Artificial Intelligence and Tech Solutions, to discuss AI and customer support. They spoke about everything from Sid’s journey being a support rep to leading a global team & then starting Summatti, the evolution of AI & how AI can help solve complex business challenges.
Sid’s journey in Customer Support
Just like many folks, one of Sid’s first jobs was in customer support and since Day 1 he loved being in front of customers! He knows exactly how to communicate with them to understand what they love and what they don’t like about their products. As he grew in his career, he saw a gap on how businesses are using (or rather not using) the data from the customer support teams.
With the evolution of AI and natural language processing (NLP), Sid saw it as an opportunity to tap into these vast amounts of data to easily to get real-time actionable insights- that’s when Summatti was born.
AI in Contact Center/ Customer support Industry
AI has a variety of use cases in many different scenarios. Companies should focus on implementing a solution to reinvent their customer support from traditional manual processes to a data-driven business. AI is changing the way businesses see customer support – from a cost center where you are always fighting fires to a revenue saver. These insights can help:
AI is continuously evolving, and it can be used for the following:
It’s important that businesses leverage this technology and it can easily be implemented with Summattti via API.
For the full interview visit Contact Center World.