What's Next for AI in the Contact Center - Art Coombs, CEO, KomBea - Project Voice X

Art Coombs, CEO of KomBea, discussed the future of AI in contact centers during a session at Project Voice X. He shared his experience working with Cisco founders Len Bosack and Sandy Lerner in 1982 when they introduced the concept of artificial intelligence (AI). Coombs emphasized that customers want quick, easy, and accurate service from both human agents and AI chatbots. He explained how technology has evolved over time to improve customer interactions, with a focus on cost reduction and improving CSAT scores. Coombs also highlighted the impact of COVID-19 on call center operations and the increasing role of AI in handling conversations. He believes that AI will consume technology in the future, making it crucial for companies to adapt their contact centers accordingly.