In this episode of the Futurum Tech Webcast – Interview Series, I’m joined by Angela Lepelley, the Sales Director, AI and Automation at Five9 for conversation about a topic that is steadily increasing in importance: AI in the contact center.

For most people, contacting a contact center is a dreaded task. Whether by phone, video, chat, or email, interacting with contact center agents, historically speaking, has been an onerous experience. We also know that customer experience is a top priority for businesses, and many have started to understand the value of also improving the experience in the contact center. But how exactly does that happen? Angela and I explore that in greater detail during the course of our conversation, and also covered the following:

• A look at the current, and often frustrating realities of the contact center for employees and customers and why AI is playing a role there.
• What is driving the adoption of AI in the contact center as well as common barriers to adoption that organizations are facing.
• Not everything in the contact center can be automated. We explored ways that organizations are determining what automation can augment and what still needs to be done by an employee.
• Automation and AI in the contact center, like an organization’s overall digital transformation, is a journey that is never complete. It is a constant evolution that businesses need to keep tracking, which can be a complicated process. We discussed what organizations should think about as they evaluate automation and AI platforms and potential vendor partners