These are chaotic times for most businesses and contact centers are no exception. Depending on the business, the contact center may have increased call volumes and/or new staffing challenges with more dependency on home agents, shifting work schedules, and even agent furloughs in some cases. Automation is increasingly becoming
I teamed up with Dave Horton to do the #TADHack this past weekend. Although I have helped as a sponsor and even hosted a TADHack in Boston, it has been many years since I last entered as a participant (see that one here
). This year a subtheme was Intelligent Agents.
I have been researching the use of modern voice-based bot platforms - i.e. voicebots - for use in conversational IVR applications over at my cogint.ai blog. I also covered this application and the gateway needed too connected VoIP systems to bot platforms in the KGR AI in RTC report.