The Experience Economy and Virtual Agents

As they are in so many fields, artificial intelligence and machine learning are bringing transformation to the contact centre and customer experience realms. The two technologies have the potential to take automated customer interaction systems out of the range of capabilities of today, and into a realm where today’s guest says every customer experience can be a birthday party.

Steve Brock, with Avaya’s OneCloud marketing team, joins ChannelBuzz's Rob Dutt for a deep dive into the technology, the forces behind it and where it’s all going.

Listen to the podcast episode on ChannelBuzz.ca.