Author: Matt McConnell
Matt McConnell
Founder and Co-CEO, Intradiem.
Matt founded Intradiem in 1995 with a vision of reinventing customer service through automation and artificial intelligence and continues to focus on technical innovation at Intradiem. Today, Intradiem is the leading provider of Contact Center Automation solutions for customer service teams. Matt graduated from The Georgia Institute of Technology with a Bachelor of Science degree in Industrial and Systems Engineering.AI is rapidly becoming entrenched in customer service operations, and its impact is reshaping the way contact centers function. Organisations are deploying AI to analyse customer interactions and uncover patterns that would have been impossible to identify manually at scale. The pressure to adopt these technologies is growing because the potential value is enormous. While this is happening it’s important to bear in mind that AI is not a miracle cure for all that ails customer service. It can identify and predict what should happen next, but it can’t always ensure that it does. Genuine operational responsiveness requires a capability…