Market Research Report
The State of Artificial Intelligence in Contact Centers
|The State of Artificial Intelligence in Contact Centers|
Published: February 7, 2022
DMG Consulting LLC
Delivery time: 1-2 business days
DMG Consulting LLC's special report on ‘The State of Artificial Intelligence in the Contact Center’ analyzes how artificial intelligence (AI) can be applied to transform the customer experience (CX), drive a new era in servicing, and significantly improve the performance of contact centers. It explains AI, its underlying technologies and how it enhances contact center systems and applications. The Report provides use cases for AI today and looks ahead to discuss the exciting future of this technology, also analyzing the value proposition and payback for its adoption in each application.
The inclusion of AI technology in contact center and CX solutions is driving the most rapid pace of innovation and improvement ever seen in the service sector. Artificial intelligence is being added to all of the systems and applications used by contact center agents. It has already introduced a basic form of human-like understanding and intelligence into self-service solutions and is on its way to delivering practical and quantifiable improvements to many other applications. Although in the early days of use by service environments, AI is demonstrating its ability to enhance the CX while improving quality, productivity and employee engagement.
AI is already making important contributions to many facets of the service experience. Computer vision is being used to "see" and make recommendations for action based on visual input. Machine learning is detecting patterns in massive data sets to identify tasks and activities that can be handled better with intelligent automation. Speech analytics is delivering valuable insights based on its ability to structure customer conversations and understand callers' wants and needs. Next-best-action capabilities guide agents to achieve optimal outcomes in the first contact. And predictive behavioral routing is identifying customers' conversation styles and matching them with the best-fit agent.
Artificial intelligence is an expanding group of technologies that, when supported by an appropriate data repository, can discern patterns and emulate human reasoning and behaviors. Once the processing steps for each type of customer inquiry or transaction are recognized, AI can enhance, or possibly fully automate, the handling and resolution of future transactions. This frees up agents to perform higher-value and more complex activities. At least 50% of contact center tasks are repetitive, so this means that applying AI technology to resolve them will be beneficial for customers, agents and the company's bottom line.
This Report also provides a maturity model for the service experience in contact centers, looking ahead to the next 15 years. It describes how AI can and should be used, application by application, to enhance contact center performance and provides recommendations and best practices for implementing AI-enabled solutions. It provides both a strategic perspective and tactical guidance to help companies realize the maximum benefits from their AI initiatives.