Think outside the box to maximize GenAI investments in the contact center

In an article published in Total Retail, TTEC Digital's Tom Lewis shares how organizations can think outside the box when it comes to generative AI in the contact center. 

"Termed 'conversation intelligence,' the idea is that past customer interactions can help predict future ones. By better understanding which topics and problems are trending, brands hope to find new ways to solve them proactively," Lewis writes. 

For more of Lewis' insights and examples of how organizations can apply conversation intelligence to the customer experience to get in front of issues before they become problems, check out the article in Total Retail.