Special Report: AI & The Contact Center: 5 Predictions

2023 was a pivotal year in the CX space. From new technology to rising expectations, companies strived to reach new experience heights this year. To keep customers engaged and satisfied, companies worked to implement more effective digital interactions, enhance personalization and deliver meaningful support throughout the end-to-end journey.

AI played a major role in many of the innovations that took place in 2023. Although it has been a trend in the contact center space for the past few years, the introduction of generative AI forced leaders to reassess their goals for improvement and keep their eyes set on the next-generation of contact center innovation.

When looking to the future of the contact center, there is no doubt that AI will continue to power better experiences and optimize operations. In fact, 78% of leaders are prioritizing AI for improving their agents' workflow and eliminating repetitive tasks in the next 1-2 years.

As customer expectations continue to rise, and AI becomes a growing piece of their own personal lives, it will become non-negotiable in powering future experiences. Customers are already seeking out more sophisticated and personalized interactions, so the future hinges upon brands that can effectively leverage AI to offer this level of support.

This report will cover five predictions for AI in the contact center in 2024 and beyond. As organizations work to continuously innovate and improve with AI, it is important to look to the future to understand key initiatives, challenges and trends that will guide the next steps. 

Covering the implications of AI in CX, strategies for success and key next steps for the year ahead, this comprehensive report will dive into predictions for everything you need to know about AI. 

It will also uncover:

• The future of experiences powered by AI
• Strategies for taking the next steps in implementing new technology
• Predictions for how AI will transform expectations and operations