The Future of AI in the Contact Center

As organizations mature in their AI journeys, contact centers are more effectively adopting automation to empower agents to deliver faster, more accurate, and more efficient customer service. How does AI contribute to the customer experience delivered through the contact center? And how are brands responding to the "AI imperative"? In this report, we examine the key drivers and expectations of AI growth between now and 2025, including appetite for investment, the reimagined customer journey, and the permanent, if evolving, role of human agents and staff in delivering value to customers and organizations.

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