AI and machine learning are coming of age, and 2021 is set to become the year that AI dominates the customer service call centre, by providing real-time feedback, predictive analytics, and in-depth analysis. AI is enhancing the customer experience while improving the lives of call centre employees.But how exactly do you make this happen is the subject of this episode of PodChats for FutureCIO?Ravi Saraogi, co-founder and president of Uniphore Asia Pacific, speaks to FutureCIO and answers his responses to the queries below:1. Briefly describe the evolution of contact centres in Asia Pacific pre- and post-COVID-19?2. What are the key findings from Uniphore’s recent COVID-era survey that outlines opportunities and challenges faced by contact centre agents?3. How can data and AI-driven capabilities improve the overall experience before, during and after calls? 4. How can businesses empower contact centre agents to foster real-time customer care through empathy and authenticity?5. How should leadership priorities their investment strategies as regards the contact centre and customer engagement?

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