Learn how to unleash the power of AI in the contact center

How AI is used in the contact center is changing at an incredible speed. ICMI recently surveyed the contact center community in the executive report, “The State of AI in the Contact Center,” to provide a snapshot in time as AI-powered contact center tools emerge from their early, experimental status and take an increasingly central role across all areas of contact center operations.

This research makes it clear that excellent service—and all the attendant reputation, loyalty, and revenue benefits those service experiences unlock—are the result of appropriate and well-timed investments in optimizing productivity, costs, and both the customer and agent experiences. In fact, 75% of contact centers plan to invest in AI technology into their operations in the next 12–18 months to improve customer experience.

Get exclusive data that addresses critical topics such as:

• The primary areas of concern regarding AI in the contact center
• The top CX initiatives contact center leaders hope to address using AI
• The kind of AI investments being made by contact center leaders
• The challenges contact centers face in uncovering data insights