Day: July 28, 2023

Implementing AI in CX: Strategies for Success Erica got a refresh in 2023 when BofA expanded her capabilities to deliver a seamless user experience and provide personalized insights and advice to clients. She now uses natural language processing, and its predictive capabilities allow her to foretell why a consumer is making contact. AI will support human agents and act as independent agents, making decisions and taking actions to optimize the customer journey. They’ll make sense of unstructured data (like a customer’s social media activity) to provide tailored experiences on another…

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