Transforming Contact Center Experience in Indonesia: Leveraging AI to Drive Business Success

In our previous Conference of The Best Contact Center 2024, Nikhil Sharma, Vice President SEA at Kore.ai, shared valuable insights on how AI is transforming contact centers and improving business performance. He explained that customers expect fast and accurate responses, while agents need tools that simplify their workflows and enhance productivity. AI bridges this gap by offering automation, real-time support, and personalized customer experiences.

One key benefit of AI is its ability to tailor interactions to individual customer needs, which enhances satisfaction and builds loyalty. This is critical, as research shows that 32% of customers will leave a brand after just one negative experience.

By implementing AI, contact centers can streamline processes, empower agents with smarter tools, and ensure faster and more consistent responses. However, it’s important to remember that AI is not flawless. It requires continuous learning, monitoring, and refinement to keep up with evolving customer expectations and business needs.