Zero One: AI Touches the Contact Center

Like wood stacking up behind an arrowhead, Salesforce, Microsoft, Google and other tech titans are gathering behind artificial intelligence, or AI. More importantly, line-of-business executives (LOBs), the new shot-callers in tech, now expect AI to deliver real-world results, particularly in the contact center. All of this means tectonic change is coming, and just about everyone better brace for the impact. The contact center and other operations touching the customer are emerging as the sweet spots for AI in the enterprise. In a Forrester survey, 57 percent of AI adopters said improving the customer experience is the biggest benefit.