A nationwide wholesale distributor has saved $2 million using artificial intelligence to automate email responses. The company received an average of 25,000 inquiries via email each month, with each inquiry covering a wide range of topics that required handling from different departments.
by Scott King
Customer contact centers are investing in AI and robotic process automation to combat complexity. [1] The complexity results, in part, from migrating monolithic on-premise customer relationship management systems to cloud-based ones. Yes, moving to cloud-based systems reduces IT operating and maintenance costs, but it hasn’t achieved the envisioned ROI leaders sought. Plus, these systems weren’t …
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