What AI Has in Store for the Contact Center Industry

In our latest installment of our AI series, we had the privilege of speaking with Mark Sher, the SVP of Product Marketing at Intermedia. It’s clear that the future of artificial intelligence holds boundless possibilities. Learn about Mark’s perspective on AI’s role in revolutionizing the Contact Center industry and how these advancements are shaping the future.

We’re so glad that you could interview with us today. What does the future of AI look like for the Contact Center/Unified Communications industry?

MS: AI has been around for quite a while. It’s been in your autocorrect, spellcheck, and your car’s automatic braking system. There are immediate benefits when it comes to contact center solutions, as these centers aim to provide the best customer experience as quickly, and as cost-effectively as possible. Ensuring customers get what they want efficiently is crucial, which is why significant investment is happening in the contact center industry. AI excels in efficiency, productivity and quality, making it a key focus of improvement in this field.

How is Intermedia specifically expanding AI?

MS: Right now we’re investing heavily in AI. We are excited to start using real-time AI where AI can listen in on a conversation and prompt someone with ideas and help. It might suggest the representative to slow down from talking too fast or find unknown information for the client.

Do you think Intermedia is staying ahead of AI trends? If so, how?

MS: I don’t believe it’s possible to stay ahead of AI trends because it evolves so rapidly. You invest time working on a project and by the time you deliver it, AI has already improved. You’re always chasing the latest technology to integrate, but by the time you incorporate it and bring it to market, a new advancement in AI has emerged. That’s simply the nature of technology.

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

MS: Just like with any new technology, there are those who embrace it and those who resist it. I say embrace it and practice ethical and moral AI. There are always good and bad aspects about technology, but AI isn’t going away. It’s here to stay, so you might as well try to understand and utilize it to improve your work, because that’s what it’s designed to do.

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