• Most enterprises agree that AI delivers benefits – but not necessarily the benefits they expected
• AI projects require clear goals and a dedicated project management team, as well as external advice
GlobalData’s research into AI includes talking to enterprises about how and why they are using AI-powered technologies in the contact center. This research has given light to a number of key trends, and also highlighted examples of best practice.
What Technologies Are Being Used?
GlobalData’s research shows that, perhaps unsurprisingly, AI-powered chatbots are the most prevalent use case for AI in the contact center. The use of text-based chatbots on websites is now common, but GlobalData’s research suggest that voice-based chatbots are more of a focus for enterprises. Cost reduction is a key reason for this, particularly for contact centers in North America and Europe. But chatbots also deliver the potential for increased customer service with the potential for quicker response times to more simple inquiries. Continue reading “AI in the Contact Center: Why and How?”