Strategy Guide: Collaborative Intelligence in the Contact Center

4 Ways to Strike a Balance
Between Artificial and
Human Intelligence

Today’s most successful brands blend Artificial Intelligence (AI) and automation with human intelligence (HUMINT) to augment their customer and employee experience strategies in the contact center – and as a result, they’re winning over customers. These leading brands agree there are four specific ways to drive the greatest outcomes – and we go into detail about them all in our Contact Center Collaborative Intelligence Strategy Guide.

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Humans and AI bots are just better together


Traditional contact centers are upgrading, and many leaders fear that this means the replacement of human associates. While some tasks are perfect for automation – think about those mundane, repetitive, low-value actions – the truth is, AI simply cannot replicate the “human touch.” Understanding the strengths of each kind of intelligence (AI + HUMINT), and using them cooperatively to deliver exceptional employee and customer experiences is a pivotal competitive differentiator for brands. Download our Collaborative Intelligence Strategy Guide to learn ways to:

  • SUPERCHARGE associates with Robotic Process Automation (RPA)
  • REVOLUTIONIZE employee learning with AI-powered "customers"
  • EMPOWER associates with AI-driven advice and knowledge bases
  • CULTIVATE smarter, more conversational chatbots

Automation can positively impact your contact center KPIs and associate training

8x ROI

By driving service costs down with machine learning and AI


Improvement in first call resolution possible with next-gen AI tools


Decrease in average handle time possible with automation


Reduction in onboarding with ai-simulated training programs


We provide intelligent automation solutions that tie technology and the human touch together to create better CX everywhere, everytime

  • Omnichannel Technology – Gain a full picture of a customer’s history with seamless and connected interactions
  • Knowledge Management – Best-in-class technology and managed services ensure your knowledge management is optimized for automation
  • AI-Simulated Training – Transform the entire employee development experience with voice-enabled bots that replicate customer interactions, and provide personalized feedback and coaching results for optimal performance results
  • Robotic Process Automation – Fast, flexible, and scalable solution to streamline and automate high-volume, repetitive tasks
  • Customer Assist – Provide 24/7 service to customers, automatically escalating to a human as needed
  • Associate Assist – Empower your associates with the right information to resolve issues more effectively and consistently
  • AI Analytics & Insights – Use machine learning technology to analyze customer interactions, define intent, and drive intelligent business decisions

Our Automation Ecosystem

We are a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, the Company's 48,000 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.


Frequently Asked Questions

How can customer experience (CX) automation impact your employee experience(EX)?

Automation tools empower associates to do their jobs better and more efficiently. Improving your speed to proficiency can boost your Net Promoter Score 5-25%. Providing 48-67% chat and call deflection reduces the number of mundane tasks that detract from employee engagement. Automation-optimized work environments boost employees’ accountability, innovation, time to effectiveness (25% reduction in onboarding), and ability to bring in higher revenues.

What are some use cases for symbiotic automation?

Next-gen automation enables the digital experience (DX) that powers Human/Bot partnerships for employee experience (EX) and customer experience (CX). AI-simulated training for associates, real time support for associates while interacting with customers, knowledge management, deflection of lower priority contacts, and omnichannel communications are just some possibilities. At TTEC, we sum these up as EXDX=CX.

How can TTEC move my automation goals forward?

TTEC has many solutions that enable cost effective 24/7 service availability across channels while providing consistent, compliant responses to all customer queries. You can also schedule a 1:1 consult to discuss your company’s specific needs.


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4 Ways to Strike a Balance Between AI and Human Intelligence in the contact center