AI implementation: overcoming the barriers to success - Customer Experience Magazine

The strategic value of artificial intelligence (AI) is widely recognised by customer experience (CX) leaders worldwide. However, AI implementation in the contact centre appears to have slowed over the last year. Recent Talkdesk research explores why CX leaders find it challenging to realise the full potential of AI technology in the contact centre. CX leaders understand the value of AI and automation, viewing this technology as critical to accelerate success. The core benefits of AI technology deployment in the contact centre are not contested.