The State of Artificial Intelligence in the Contact Center

Report by:

Artificial intelligence (AI) is underlying and driving most, if not all, of the innovation in contact center systems and applications, which is necessary to help organizations provide a service experience that meets today’s growing customer expectations. It is also vital to providing agents with the intelligent tools and automation to empower them to become customer advocates, enriching their jobs and helping to engage and retain them.

The objective of this report is to explain what AI is, its underlying technologies, and how, in its current state of evolution, it can be applied effectively and practically in each contact center solution. It documents the ways in which AI can and should be used, application by application, to enhance the performance of contact centers and service organizations and provides recommendations and best practices for implementing AI.

Specifically, this report covers:

How AI is fundamental in enhancing the customer experience (CX) due to its ability to decipher customer expectations and deliver this information to agents
An explanation of DMG’s concept of a centralized contact center “AI hub/ brain” and its operational contributions and benefits
An analysis of the maturity and impact of AI in 20 of the most commonly used contact center solutions, plotted by quadrant – AI-enabled, targeted AI, emerging AI, and contributing AI
A visionary examination of the massive potential of AI to revolutionize contact centers and the service experience in the future

Download the report now to learn practical applications of artificial intelligence in contact centers and gain a strategic perspective on the future of contact centers with tactics to help your company get there.

Download now

Thank You

The resource you requested is on the way, The State of Artificial Intelligence in the Contact Center. Keep an eye on your inbox! We are sending a link to the asset to your business email address provided on the previous page.

In the meantime, check out additional resources to see how Verint helps the world’s most iconic brands build enduring customer relationships by connecting, work, data and experiences efficiently.