AiThority Interview with Rebecca Jones, General Manager at Mosaicx

(AIThority) - Q: How do cloud contact centers benefit from using AI-powered recommendations for customer service?

A: AI-powered recommendations merge personalized service with cost-saving automation. Traditional tools like IVR use lengthy menus to group customers by similar intent. AI tools like intelligent virtual agents (IVA) analyze individual customer data, allowing them to provide personalized assistance and reign in the menus. They also identify opportunities for upselling, cross-selling, and revenue generation. These recommendations benefit human agents too.