How Artificial Intelligence Is Transforming CX

Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades. In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application. The market is in the early days of this transformation, but its potential is awe-inspiring, as it is going to touch every aspect of what is done in and by contact centers and the customer experience (CX) in general. For the past five decades, contact centers have functioned in basically the same fashion, enabled by as many as 45 different IT sectors of systems and applications. Over the years, vendors have enhanced their solutions and introduced many new features that have improved their performance, but the fundamental capabilities have remained the same.