Interesting article about #generativeai in the #customerservice arena.

"In the past, companies relied on customers to complete post-call surveys in order to gauge the experiences and provide continued training resources to agents.
Now, though, the development of AI tools for contact centers has led to an easier and more accurate collection of this metric, resulting in better coaching as well. AI models measuring CX can provide a real-time, objective measure of customer perception for each interaction, which eliminates the selection bias found in traditional post-call surveys."