Detect, decide, route: A practical blueprint for dual-lane CX
From CX Today
As contact centers experience an influx of autonomous, customer-initiated AI agents, organizations face a critical operations challenge: how to seamlessly orchestrate incoming requests from both humans and machines.
In a video interview and feature article for CX Today, Carrie Brough, Director of Strategy & Operations EMEA at TTEC Digital, introduces a "detect, decide, and route" framework designed to act as an intelligent traffic controller for the modern contact center.
Brough emphasizes that as dual-lane architecture becomes an operational necessity, establishing a seamless traffic control system will be paramount to prevent costly misinterpretations and customer friction.
Watch the video or read the full breakdown of how to build, orchestrate, and measure a resilient dual-lane CX framework.
