In an AI-enabled contact center, a single customer interaction involves layers. How well those layers work together decides whether the technology is making the operation faster or quietly making it more expensive. When these AI-driven layers are well integrated, the…
A recent study published in the Journal of Business Research tested how customers reacted when their service recovery was handled by voice AI instead of a human agent. Customers rated the company as less customer-oriented when AI ran the recovery.…
Listeners begin forming accent-based judgments almost instantly. All it takes is a moment for listeners to begin forming judgments about a speaker based on their accent. In the BPO voice channel, that snap judgment shapes everything that follows: whether the…