Ccw Digital: A Customer Service Online Platform
Ep. 116: Sateesh Seetharamiah, EdgeVerve
- Autor: Vários
- Narrador: Vários
- Editor: Podcast
- Duración: 0:09:24
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Sinopsis
The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and automated processes. In this podcast interview with CCW Digital, Sateesh Seetharamiah, vice president and global product head at AssistEdge for EdgeVerve, a subsidiary of Infosys, discusses why cutting-edge CX automation tools combine RPA with artificial intelligence to augment agent performance.