Artificial Intelligence is at the heart of contact center digital transformation as it has far-reaching consequences. In fact, there are many areas of contact center that are getting impacted by AI: Multi-accent multi-language Voice Recognition – English is spoken in…

Thanks to a plethora of new technologies, contact centers are going through transformations — one step at a time as shown in Figure 1. In traditional call centers (referred to as Basic in Figure 1), a call center agent must…