For the past five years, most of the spotlight within automation centers of excellence (CoE) has gone to robotic process automation (RPA) and intelligent automation (IA). Now that these capabilities have made their way into most back and middle office operations, leading businesses are turning their sights to the front office, specifically the countless business interactions every minute between companies and their customers and employees that define how well a company performs.
Contact centers that serve customers and employees are overwhelmed by inquiries and requests from password resets to transferring funds, and up to 80% of these interactions can be automated with conversational AI through virtual assistants.
