How are customers using AI in their contact centers?

Robert Litalien, Director of IVA Development at InflowCX dives into into how AI technology is currently being integrated into customer interactions. Robert discusses the balance between transactional and relational operations within AI systems, highlighting how AI handles straightforward tasks step-by-step, such as checking balances, versus the nuanced support needed for complex customer concerns like travel uncertainties due to weather. Discover the potential and limitations of AI in customer service today and what it means for the future of customer-agent interactions. #shorts