How AI is Helping – and Hurting – Service and Sales Agents - ERP Spain.com - España y América Latina

Nearly 50% of companies are now using AI in some form in their contact centers for both sales and service interactions. Companies are investing heavily in AI to fully automate customer interactions – and increasingly in assisting live agents to be more efficient, effective, and successful. What are the real-world results of AI's impact on customer-facing agents? During this session, Metrigy CEO Robin Gareiss will share findings and her analysis from a brand new, global research study of IT, CX, and business leaders. You'll learn: - How is AI changing KPIs, such as average handle time, first call resolution, customer satisfaction, and agent efficiency? - When does AI help and hurt agent loyalty and longevity? - Is AI really working as advertised in sales and service, based on hard data from companies using the technology? - What are the top 3 things every company should do with AI today to improve employee productivity and engagement?