Kylie and Michelle converse about the role of brand in the contact center, highlighting the disconnect between the effort put into creating engaging brand experiences and the impersonal nature of current contact center operations. They explore the challenges brands face in maintaining a consistent brand experience and personal connection throughout the customer journey, also touching on the potential of AI and adjacent technologies in creating a more personalized and humanized customer experience.
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01/19/24 • 29 min
Deep Learning with PolyAI - 017: Brand in the Contact Center
Transcript
Oh, I just really want to speak to a person. I just really want that like relationship, that warm, lovely relationship. But the way that contact centers are often scripting, it's just stripping everything human out of that interaction because they're trying to create this consistent brand experience. And I think you end up with something that feels very. Unhuman, even when there are people behind it
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