Keys for balancing AI and the human touch in customer service

As organizations continue their efforts to enhance their customer experience (CX), many are finding themselves overwhelmed with new tools like AI and omnichannel communication solutions. So, what exactly are the benefits of these technologies and are they actually worth it?

This Metrigy report highlights the need for a balanced customer experience strategy, blending AI self-service with the human touch. It reveals customers' preference for diverse, integrated communication channels, including video and screen sharing. It also notes the benefits of merging unified communications with contact center platforms to involve experts in solving complex issues, offering guidance on enhancing CX by strategically combining AI and human support.

Access the full report for practical CX improvement tactics.

Vendor:: Zoom Video Communications
Posted:: Jul 3, 2024
Published:: Jul 9, 2024
Format:: PDF
Type:: Research Content

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