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Customer Engagement

AI Will Mold Future of Customer Service: Verint CEO

iStock-617382644- Automation Cogs Woman Behind_resized.pngA recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service.

In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information Technology (CEWIT) at Stony Brook University, he said that consumers are demanding easy and productive interactions when they contact a company. This translates to organizations such as banks placing a high value on customer engagement.

“To create a competitive differentiation, banks need to focus on engaging customers,” he said. “Artificial intelligence is a technology that could have a very big impact on this industry.”

Bodner also discussed how artificial intelligence technology can disrupt the customer engagement market with new innovations, such as virtual agents and robotic process automation—and how customer engagement teams will leverage natural language processing and machine learning to deliver significant cost efficiencies while improving customer satisfaction.

Read more for other highlights.


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