How to Manage Agent Shortages and Improve CX with Virtual Assistants

Labor-skill shortages eat into a company’s ability to maintain regular business hours and deliver on customer needs. AI-enabled virtual assistants could help solve these challenges.

Companies that invest in new contact center technologies such as AI-enabled virtual assistants will be able to provide modern, high-quality, personalized service to customers despite labor shortages. Rebecca Jones, senior vice president and general manager of Mosaic from Intrado, discusses how virtual assistants can alleviate agent shortages and improve service levels.