AI in the Contact Center: A Roadmap to Success and Transformation

Published on: May 6, 2024

Author: Beth Schultz, Vice President of Research & Principal Analyst Not available for licensing. AI holds the promise of ushering in substantive change in how companies engage with their customers. This is digital transformation at its best. Infused with AI, contact center applications deliver measurable success across several critical metrics, as Metrigy has detailed in a global research study of 641 companies on optimizing customer experience.
Table of Contents
  • AI Strategy & Adoption Trends
  • Generative AI Trends
  • Generative AI Use Cases
  • Generative AI Best Practices
  • AI Improves Business Metrics
  • AI Leads to Operational Efficiencies
  • AI Improves Key Performance Indicators
  • AI Guides Self-Service Interactions
  • AI Empowers Agents & Improves Their Experience
  • AI Helps Gather Customer Feedback
  • Future of AI in the Contact Center


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