The term 'technology' evokes excitement, wonder and amazement. So much so that "any sufficiently advanced technology is indistinguishable from magic," wrote the science fiction writer Arthur C. Clarke.
AI is one such technology which seemed to enter the mainstream with such suddenness and startling possibilities that it evokes excitement- and not a small degree of worry - and magic.
That story is just beginning. No one knows what shape it will take, or what its final impact will be.
But consider another technology that has been around for over a century, the automobile.
It evolved from a slow, difficult-to-operate invention (with plenty of naysayers) to a vehicle of extraordinary performance and utility.
Indeed, it's not a stretch to suggest that the automobile is the most advanced technology we've seen because it has had to endure so much for so long.
It has to function well in all conditions, in extreme weather, and in varied terrains while providing comfort and safety to passengers. And it has to be built to last. No small task.
The invention and evolution of the automobile share similar antecedents with AI and contact centres. Because both exist and perform where the sum of multiple parts spur tectonic change.
When Passion Meets AI, Contact Centres Move the Needle
"I gave (my drivers) three things: a sense of optimism, a creative environment, and the ultimate motivator-competition. By competing with each other in-house, we wound up beating our rivals. - Enzo Ferrari
Cars and contact centres have a lot in common. Both have a lot of moving parts - figuratively and literally. And both exist in highly complex, dynamic and fast-paced environments where anything and everything can happen all at once.
On the road and in the contact centre, events happen in a split second which can spell success or failure. In those situations, everyone needs the right tools to win. And this is where AI has arrived as the missing piece to help agents just as everything happens all at once.
Indeed, AI could be the final piece of the puzzle - the missing link - that overturns everything UCC has known and transforms customer experiences in ways we cannot today foretell.
XCALLY: Driven with Passion - and Heart
XCALLY, headquartered in Turin, Italy (about three hours from Ferrari headquarters by car by the way), is pursuing omnichannel contact centre solutions with a passion not unlike the kind that Enzo Ferrari engendered during his long career.
For XCALLY, it's not just the technology. The human being is central to everything – just like the person in the driver’s seat.