The contact centre holds a record of almost every customer interaction. Every conversation carries a signal about why customers are calling and what is behind it. Processing those conversations at scale took the power the contact centre never had before.
Ping Wu, CEO of Cresta, joins us to work through what that shift means for enterprise contact centres, from cutting the calls that should never happen to automating the ones that can be.
We get into how AI changed what a contact centre can see. Every call, every screen, every exchange can now be processed rather than sampled. Human effort never scaled the way silicon does, so for years most of that record went unread. Large language models bring processing power and language understanding to work through millions of conversations, see what is driving them and turn that into insight, coaching and automation.
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