ARTIFICIAL INTELLIGENCE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
THREE WAYS AI IS CHANGING THE CONTACT CENTER
DELIVERING BETTER CX THROUGH HAPPIER , MORE EFFECTIVE AGENTS .
In recent years , the advancement of artificial intelligence ( AI ) has inspired organizations to implement the technology in their contact centers . This is largely to stand apart from their competition through the customer experience ( CX ), drive efficiency , and improve the effectiveness of agents .
However , as the technology continues to become more sophisticated , fears of AI taking human roles have grown .
Despite this seemingly prevailing thought , the Cresta 2024 State of the Agent Report has uncovered the opposite , as we will see later on has uncovered the opposite , as we will see later on . With the majority of contact center agents embracing Generative AI and viewing the technology as a tool to increase their success at work .
It ’ s clear AI is making a significant and positive impact on the daily lives of human workers in the contact center .
38 CONTACT CENTER PIPELINE
However , very few organizations have yet to fully unlock Generative AI ’ s potential beyond basic speech analytics and deterministic chatbots . As a result , they are failing to take advantage of a massive opportunity to provide customers with hyper-personalized experiences that help build ongoing loyalty and trust .
... AI IS MAKING A SIGNIFICANT AND POSITIVE IMPACT ON THE DAILY LIVES OF HUMAN WORKERS IN THE CONTACT CENTER .