Reimagining AI in Customer Service:

The Rise of the Agentless Contact Centre

Today’s customers expect instant, intelligent, personalised interactions – across every channel and around the clock. To meet these expectations – and unlock new possibilities in customer service – forward-thinking businesses are embracing artificial intelligence.

Discover ways that you can leverage the latest AI technology to drive cost savings, increase efficiency and deliver 24/7 self-service at scale – and all without disrupting your current infrastructure.

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In this guide, we will dive into the latest AI-powered innovations, exploring:

AI Knowledge Bases – Repositories that store vast amounts of structured information and content
AI Agents – Intelligent systems designed to perform tasks, help users and make decisions based on data and algorithms
‘Agentless’ contact centres – An emerging concept driven by real-world client demand, where automation handles most interactions without human involvement
Optimising with insight - The importance of continuous reporting