The value that artificial intelligence can bring to contact centers in 2022 and beyond is already well-understood—so much so that 85% of CX professionals believe it’s important to leverage AI and automation now. Despite recognizing this potential for AI, many organizations are slow to progress to more mature levels of AI technology, even though over half of those surveyed anticipate failing to do so will lead to lower customer satisfaction and loss of productivity.
Join guest Max Ball, Principal Industry Analyst at Forrester and Ben Rigby, SVP, Global Head of Product & Engineering, AI, Automation, and Workforce at Talkdesk as they add context to these trends and take you through the insights and perspectives found in the latest Talkdesk Research report, The future of AI 2022, based on a global survey of 500 CX professionals.
The themes covered will include:
- What leaders expect to gain from incorporating AI into CX and what it means for the contact center.
- Where organizations are making their investments in AI today, and why.
- How organizations can overcome common challenges to maturity in order to take advantage of the benefits AI offers.
