AI is set to revolutionize the world of customer engagement. IHS Markit predicts that in 2017 there were already over 4 billion consumer devices with AI-powered digital assistants, set to grow to 7 billion by 2020; meanwhile Gartner predicts that by 2020, 85% of customer interactions will be managed without a human.
Some contact centers and customer engagement estates are already augmenting their voice and digital channels with AI-powered interfaces, such as chatbots and Virtual Assistants, whereas others, particularly in spaces such as utilities and travel, use a combination of data integration with multi-channel automated contact tools to handle routine inquiries. However, despite the overwhelming statistics and forecasts, many organizations are still considering how best to prepare their contact estates for the onset of AI.
Discover how to effectively implement AI in your contact center and the five key considerations you must address in our ‘Implementing AI in the Contact Center’ whitepaper.