ARTIFICIAL INTELLIGENCE
BY DAVE RENNYSON, SUCCESSKPI
ILLUSTRATION PROVIDED BY ADOBE STOCK
AI IS COMING TO YOUR CONTACT CENTER ARE YOU READY?
In light of the AI Stargate project and it ' s $ 500 billion privately-funded initiative, it is worth reflecting on a recent study that looked at planned AI adoption through workforce engagement management( WEM) applications in the contact center.
This global, multi-industry survey, conducted by research firm Frost & Sullivan for my company, examined who is preparing for AI and who is less prepared.
KEY FINDINGS:
• AI Adoption Surge. 65 % of customer service operations plan to integrate AI into their cloud-based WEM applications within the next two years, aiming to enhance agent engagement and customer interactions.
• WEM Features and CCaaS Platforms. Only 30 % of enterprises believe that WEM included in contact center-as-aservice( CCaaS) platforms are best suited for their organizations. This indicates a preference for multiple CCaaS platforms and blended operations involving contact center outsourcing providers.
• Migration to the Cloud. The study highlights the top reasons for migrating WEM to the cloud, including scalability, cost management, and accommodating fluctuating workstyles. Technology that connects remote or hybrid workers is crucial for workforce training and readiness.
THERE IS A GROWING SKILLS GAP BETWEEN CUSTOMER SERVICE DEMAND AND THE SUPPLY OF QUALIFIED AGENTS WHO ARE WILLING AND ABLE TO KEEP UP WITH RAPIDLY CHANGING TECHNOLOGIES.
26 CONTACT CENTER PIPELINE