Generative AI Can Improve Contact Centers
Destination CRM, Monday, May 13th, 2024
As the customer experience landscape continues to evolve, generative artificial intelligence stands out as a transformative force, as outlined in a new CCW Digital market study.
'Not simply a way to automate rote contact center processes, generative AI promises the opportunity to elevate nearly every facet of customer contact,' Brian Cantor, CCW Digital's principal analyst, says in the report. 'From strengthening self-service, to fostering personalization, to streamlining operations, to elevating agent experiences, generative AI may change the way leaders approach many long-standing contact center tasks, challenges, and objectives.'
Enthusiasm is rarely lacking within the contact center community, Cantor notes. 'What is more elusive, however, is a certain pathway to results. And as the generative AI hype continues to grow, savvy leaders will seek more concrete direction on which use cases to pursue, which strategies to rethink, and which outcomes to measure.'