target audience: TECH BUYER Publication date: Dec 2019 - Document type: IDC Perspective - Doc Document number: # US45711619
Strategies for Maintaining and Training AI-Based Systems in the Contact Center
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Abstract
This IDC Perspective presents two approaches to the ongoing training requirements of an AI-based system within the customer care environment.
"Much of the initial focus when implementing an AI-based system within the customer care environment is one of the initial scope, development, and deployment. However, the ongoing training requirements is something often overlooked. How best to maintain this new important member of the care environment — the bot or conversational assistant?" says Mary Wardley, VP Customer Care and CRM at IDC. "Organizations need to take advantage of the model that best fits their resources, skills base, and time horizon — whether that is in-house, outsourced services, or a blend."