What will AI bring to the contact center industry?

In our latest installment of our AI series, we had the pleasure of interviewing Mark Sher, SVP of Product Marketing at Intermedia. It’s clear that the future of artificial intelligence holds endless possibilities. Get Mark’s thoughts on the role AI is playing in transforming the contact center industry, and how these advancements are shaping the future.

We are delighted to have you join us today. What does the future of AI look like for the contact center/UC industry?

Multiple Sclerosis: Artificial intelligence has been around for a long time. It’s already in your autocorrect, spellcheck, and the automatic brakes in your car. When it comes to contact center solutions, it brings immediate benefits, as these centers are designed to provide the best customer experience as quickly and cost-effectively as possible. Ensuring that customers get what they want efficiently is crucial, which is why the contact center industry is investing heavily in it. AI excels in efficiency, productivity, and quality, making it a priority for improvement in this area.

How exactly is Intermedia scaling AI?

Multiple Sclerosis: We are investing heavily in artificial intelligence right now. We are excited to start using real-time AI, which can listen to a conversation and offer ideas and help to someone. It might suggest that a representative slow down, not speak so fast, or find unknown information for a customer.

Do you think Intermedia is at the forefront of the AI ​​trend? If so, why?

Multiple Sclerosis: I think we can’t stay ahead of the AI ​​trend because it’s moving so fast. You spend time working on a project, and by the time you finish it, AI has improved. You’re always chasing the latest technology to integrate, but by the time you get it into the market, there’s already a new advancement in AI. That’s the nature of technology.

In honor of World AI Day, what advice would you give to clients or consumers of AI?

Multiple Sclerosis: Like any new technology, there are those who embrace it and those who resist it. I say embrace it and practice ethical AI. Technology will always have good and bad sides, but AI is not going away. It’s here to stay, so you might as well try to understand and use it to improve your job, because that’s what it’s designed to do.

Stay tuned for the final article in our series, where we’ll explore the use of AI in HR and its impact on the authenticity of the customer experience. We’re excited to continue this journey with you, bringing the latest advancements and insights to the forefront. Join us as we dive into the future of AI and its transformative potential across industries.

Intermedia helps businesses of all sizes connect better anytime, anywhere through voice, video conferencing, chat, contact center, business email and productivity, file sharing and backup, security, archiving and more. In addition, as a partner-first company, Intermedia is committed to serving our channel partners to help them grow revenue and maximize their success.