How to Operationalize AI in Contact Centers

All types of artificial intelligence (AI) technology – from machine learning to natural language processing to cognitive computing – are being leveraged by enterprises to drive better customer experiences and process efficiency. Based on our market research, more than one-third of enterprises have prioritized adoption of AI-powered customer experience management (CXM) solutions in the next two to three years. Despite these challenges, AI can be a key contributor to upping organizations' competitive capabilities in the contact center space. But, to derive real, tangible, sustainable benefits from AI, we recommend enterprises carefully address the following considerations when attempting to operationalize their AI deployments. There's no question that AI is a key enabler in driving personalized, targeted customer service. But how enterprises embrace it will mean the difference between also-ran and game-changer status.