The New Normal: Enriching CX in the Era of AI-Powered Virtual Agents In 1965, Birmingham Press and Mail opened the first-ever call center, made possible by the invention of the Automatic Call Distributor (ACD), which helps to better route calls. Since that time, we’ve seen telephony advancements like 1-800 numbers and IVRs—but perhaps nothing is changing this landscape more than the onset of conversational Artificial Intelligence (AI).... More Info |
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