CX leaders recognize the potential of AI to improve the speed, accuracy, and efficiency of customer service and are planning to expand investments in it accordingly. However, the ambition of these investments has scaled back over the past year as organizations look to overcome challenges relating to core infrastructure, mindsets, processes, and policies.
This interactive report explores strategies leaders can take to overcome implementation challenges and evolve the maturity of their AI investments in the contact center, specifically:
- Bolstering leadership alignment and confidence in the business outcomes of AI.
- Overcoming AI security and IT barriers through cloud-based systems.
- Filling AI management talent gaps with frontline associates.
