In our first episode, we explored an expert’s perspective on the future of AI in CX – so this time, we take it a step further as we delve into the specifics: how do we take this from theory to reality? Realistically, how will AI blend with your human workforce? Should your focus be on reducing costs or generating value – or another metric entirely?

Plus, when it comes to it, what’s the most important thing to get right when implementing AI into your contact centre?

We’re back with Steve Bell, whose years of experience put him in a unique position to separate fact from fiction when it comes to the latest contact centre tech. Listen now and join the conversation.