Building on my April 2018 column “Using AI, Bots, Big Data, and Analytics to Reduce Demand for Support”1, one of the seven vexing challenges facing customer experience (CX) leaders, today I’ll address the second challenge to increase First Contact Resolution (FCR). The power of AI, bots, Big Data, and analytics can now enable us to … Continue reading How to Increase First Contact Resolution with AI, Bots, and Big Data