09/18/2019 | News release | Distributed by Public on 09/18/2019 08:38
Artificial Intelligence (AI) in the contact center. Does this phrase elicit excitement or many questions?
To some, AI in the Contact Center, conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. They are creating a strategic roadmap for acquiring and broadly deploying AI call center software.
Regardless, it is important to
NICE inContact partnered with Forrester in early 2019 to conduct research and asked call center leaders world-wide how they are planning to use AI call center software. Below is a brief summary of what they had to say.
Why AI in the Contact Center
To establish context for why there is a need for AI in the contact center, we wanted to see if business leaders view the contact center as key to achieving strategic business goals.
We found that
How AI can help improve the Contact Center
With great potential comes many challenges. Advances in web, mobile and social as well as increasing customer expectations are all making it much more difficult for aging call centers to meet growing demands.
Specific challenges highlighted include
These challenges are not merely inconveniences - they are business inhibitors!
AI is seen as emerging technology that can offer transformational solutions to many of these problems. While AI chat bots deliver tangible benefits, they do not represent the full scope for how AI can be used in the broader contact center.
A single investment in AI Chat Bots is not a 'one and done' proposition. AI can be infused into almost every aspect of contact center operations. Therefore, it stands to reason that a strategy must be developed for where, when and how AI will be broadly introduced.
Planning for AI in the Contact Center
AI is delivering benefits in initial trials resulting in 64% of contact centers now planning to increase their investment in AI call center software. But deciding the when and where depends on your business and contact center strategy. This is where the Forrester research can help. It offers valuable insights from peer contact center leader who have taken steps to infuse AI into their contact centers. Their collective experience can help you shape your own AI roadmap.
Consider these questions:
To help answer AI contact center questions and to develop a road map for your own cognitive contact center, NICE inContact is publishing the following three valuable resources:
2. Read the summary of this Forrester research, and its key findings and takeaways. Download a free copy of AI-Infused Contact Centers Optimized Customer Experience.
3. Starting Oct 15, 2019 get your own customized recommendations for where you should start or focus your AI investment by using special interactive tool built by Forrester to help you understand your firm's readiness to adopt AI in the contact center, and how you compare to your peers.
AI in the Contact Center! This is going to be exciting!