Overview
This ICMI trend report explores the shift of AI from an experimental tool to a crucial operational technology, delving into the perspectives of contact center professionals and leaders.
Explore trends in the evolution of AI in contact centers, analyzing the perspectives of professionals and addressing business priorities around the customer experience, privacy, and data management.
The rise of artificial intelligence (AI) in contact centers is transforming the industry. This trend report explores the shift of AI from an experimental tool to a crucial operational technology, delving into the perspectives of contact center professionals and leaders. It highlights business and customer experience priorities and concerns and captures the dual sentiment of enthusiasm for AI's problem-solving potential and caution regarding privacy and data management.
Key trends explored include:
- AI, especially generative AI, dominates contact center technology plans, reflecting a significant shift in the industry.
- AI presents an opportunity to simultaneously achieve customer experience and cost management goals.
- Predictive data analytics is gaining momentum, helping contact centers forecast metrics such as call volume, customer churn, and likelihood to buy.