An Artificial Intelligence Roadmap For Contact Centers - Brand Quarterly

There are many innovations that are rapidly changing the landscape of the contact center. From being able to offer an omnichannel customer experience across multiple channels to internet-enabled devices connecting directly to contact centers to provide proactive service, there is no doubt that the days of the single channel call center are long gone. One of the most interesting innovations that is being increasingly discussed by visionaries and industry experts is artificial intelligence. While there are multiple definitions for artificial intelligence or "AI," the term is most commonly applied when a machine uses leading-edge technology to perform or mimic "cognitive" functions that are intuitive within the human brain, such as problem-solving and learning. Some of the most recognizable current forms of AI are self-driving cars and computers that can beat even professional players in chess.