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1、CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALMarket Study:State of Generative AIMARCH 20242024 MARCH CCW MARKET STUDY|State of Generative AI2CUSTOMER CONTACT WEEKDIGITAL|State of Generative AIWhen it comes

2、 to customer contact technology,the innovation wheel is always spinning.New features and solutions are constantly emerging with the promise of uncovering better data,unlocking new efficiencies,and unveiling superior experiences.Every once in a while,however,a more transformative technology emerges.R

3、ather than simply representing a solution for optimizing existing performance,such a technology drives leaders to reconsider the very way they think about customer contact.In the eyes of many contact center leaders,business executives,and technology aficionados,generative AI falls into this gamechan

4、ging category of solution.Not simply a way to automate rote contact center processes,generative AI promises the opportunity to elevate nearly every facet of customer contact.From strengthening self-service,to fostering personalization,to streamlining operations,to elevating agent experiences,generat

5、ive AI may change the way leaders approach many longstanding contact center tasks,challenges,and objectives.Granted,enthusiasm is rarely lacking within the contact center community.What is more elusive,however,is a certain pathway to results.And as the generative AI hype continues to grow,savvy lead

6、ers will seek more concrete direction on which use cases to pursue,which strategies to rethink,and which outcomes to measure.The product of CCW Digitals in-depth research into the state of generative AI,this market study provides the answers.It reveals how contact center leaders are approaching thei