Are you ready to invest in AI technologies to drive contact center performance?
My guess is that you already have.
You might have deployed speech analytics or an IVR using natural language or a Chatbot or fraud prevention. All these solutions likely use machine learning and artificial intelligence to discover insights and optimize performance.
But the AI landscape is buzzing with emerging tech that could have major implications on customer service. Yes, some technologies will optimize existing processes (like IVR self-service) but others will be disruptive to your current processes (like Chatbots over a messaging app).
You're going to invest (more) in AI technologies for customer service.
The only questions are when, on what solutions, and how much.
To answer these questions, lets take a broad view of how the AI landscape is developing and look for trends and patterns.