2024 July Market Study: AI-Powered Contact Center
AI promises to radically transform customer engagement, but what does that mean for your contact center strategy?
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With so many potential contact center applications, how can you determine which AI investments to prioritize? And given the interconnectivity of contact center functions, should you even focus on individual use cases? Or, should you instead be seeking total contact center transformation?
Instead of relying on rhetoric, we wanted to answer these questions with research. Our Market Study on the AI-Powered Contact Center does just that, highlighting the biggest AI opportunities, the various approaches for pursuing AI initiatives, and the strategies that will ensure your AI is effective for the business, empowering for employees, and trustworthy for customers.
Topics include:
- Sobering stats about self-service and agent effort in today's contact centers
- Top AI use cases for customer engagement, employee empowerment, and contact center intelligence
- The truth about generating returns on AI investments
- Different ways to approach AI strategy, and the pros and cons they have for your employees and overall business
- Considerations for a more trustworthy, ethical approach to AI in your contact center
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