Upstream Works Whitepapers and Reports


Strategic Insight Series:

How AI and Chatbots Drive New Value for Contact Centers – Improving Agent Productivity


This analysis is the first in a three-part series examining the transformative impact that artificial intelligence and chatbots are poised to have on contact centers. Each article focuses on one specific consideration (agent, customer, or overall business performance).

The focus of this article is the agent impact, and the discussion includes:

  • AI Basics and Building Blocks including NLP, Machine Learning and Cloud
  • Improving Agent Productivity through AI with Self-service and Personalization

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