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1、20 24MARKET STUDYJULYAI-POWERED CONTACT CENTERCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITAL2024 JULY EDITION WWW.CUSTOMERCONTACTWEEKDIGITAL.COM2024 JULY CCW MARKET STUDY|AI-Powered Contact Center2CUSTOMER CONTACT WEEKDIGITAL|Introduc

2、tionSelf-service.Intelligent routing.Agent assist.Real-time analytics.Workflow automation.Facing a plethora of challenges,todays contact centers have a near-infinite array of opportunities for transformation.They have a near-bottomless list of“use cases”to prioritize when making technology investmen

3、ts.This reality is part of what makes the artificial intelligence(AI)transformation so exciting.Contact center leaders finally have an answer to the question of how they can make their operations simultaneously more cost-effective and customer-centric.They have a mechanism for achieving the much-cov

4、eted frictionless,personalized,predictive,and proactive experience.But it is also what makes the AI transformation so challenging.With so many use cases to consider,identifying the best focuses for AI is an immensely tall order.And given the interconnectivity of contact center initiatives,it may eve

5、n be a counterproductive one.If,for example,an organization uses AI to improve self-service without sufficiently considering the impact on agent workflow,the technology it purchased as a solution could end up creating a bigger problem.How businesses reconcile conventional wisdom(be methodical,“dont

6、boil the ocean”)with the holistic nature of the AI revolution will have tremendous ramifications for the future of the contact center.They will determine whether it is a business unit that leverages some AI or one that is fundamentally powered by it.The product of exclusive research,this Market Stud