1、TALKDESK RESEARCH REPORTThe future of AI 2022:Progressing AI maturity in the contact centerForewordWe invite you to explore this years report to learn how to overcome common challenges in order to leverage the full advantage that AI offers,paving the way to higher customer satisfaction and more prod

2、uctive agents.Sincerely,In this years Future of AI report,we found that the majority of contact center leaders believe that investing in AI is integral to customer satisfaction and agent productivity.With customer experience on the line and an increasingly tight job market for agents,AI solutions ar

3、e a clear answerand most contact centers have begun adopting them accordingly.Despite recognizing the potential for AI,many organizations are slow to progress to more mature levels of AI technology.Contact center leaders and CX professionals report feeling less confident about their understanding of

4、 AI and the business results they expect.This comes both from a quickly evolving AI marketplace and a lack of peers that have experience dealing with AI in their contact centerspresenting an opportunity for AI vendors to lend their expertise to help leaders leverage the benefits of AI solutions now,

5、while laying the foundation for the future.In this report,we also look at how cloud systems can help overcome challenges of AI security and legacy infrastructure.Additionally,we see the potential for filling gaps in AI expertise by involving agents in the training and maintenance of AI solutions.Nea

6、rly all contact center leaders agree that AI will continue to shape and elevate the contact center experience for customers and agentsbut getting there fast enough,without risking falling behind,is key.ForewordANTONIO GONZALEZSenior Manager,Industries and AI Research,Talkdesk2About this report:Metho