INTEGRATION OF INTELLIGENT CONVERSATIONALAGENTS FOR ENHANCING MULTI CHANNEL CUSTOMEREXPERIENCE IN ENTERPRISE CONTACT CENTERS

Abstract

By facilitating seamless, personalized, and efficient interactions across a variety of communication platforms, the integration of Intelligent Conversational Agents (ICAs) into enterprise contact centers has revolutionized multichannel consumer experiences.. This paper investigates the role of ICAs in improving the quality of service, operational efficiency, and consumer satisfaction in contact centers. We investigate the development, implementation, and impact of ICAs on multichannel customer engagement by conducting a thorough literature review of studies. Furthermore, we provide a pie chart that illustrates the distribution of communication channels used in contact centers, emphasizing the importance of ICAs in the effective management of these channels.