054: CX horror stories and AI armor for contact center agents

Send us Fan MailDamien and Nikola talk rising aggression towards contact center agents and the protective role of AI automation. Highlighting alarming stats like 65% of people abandoning brands after one bad experience and a 90% increase in customer service abuse during peak seasons, they address the issue and how AI can deflect initial customer rage and effectively manage high volumes. As holiday-induced pressures mount, hear how AI offers a valuable solution to preserve both employee well-being and customer satisfaction.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube