Deflection Is NOT a Contact Center AI Strategy. This Is.

CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET.The duo explores changing contact center metrics, AI, and orchestration, discussing:🤔 Is It Time to Rethink Deflection & Containment? 🤔Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking. 🤝 When Should Humans Take the Lead? 🤝From contacts that are critical for retention to those with upsell potential, Clare highlights where humans should take the lead in the contact center of the future. 🙃 How Will the Support Role Change? 🙃As humans answer more complex and deliberate contacts, Clare underscores how contact centers can prepare agents for the future. 🛠️ The Future of Agent Tooling 🛠️Clare shares how agent assist and other AI-driven tools are evolving from knowledge suggestions into coaching systems, helping new hires perform like seasoned experts.Deep dive on journey orchestration, conversational AI, and agent assist tooling by visiting: ujet.cx