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Market Research Report

The Business Value of AI Use Cases in the Contact Center

Published by IDC Product code 974185
Published Content info 12 Pages
Delivery time: 1-2 business days
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The Business Value of AI Use Cases in the Contact Center
Published: November 30, 2020 Content info: 12 Pages

This IDC Market Perspective examines four key AI use case areas that together are creating the AI-powered contact center. It details the value impact of the main applications that fit into each use case and identifies the AI technology tools and systems require to power them. AI technologies create capabilities that could potentially automate many contact center processes, shifting tasks that would previously be done by humans to software while creating new value propositions for software vendors."There are four main use cases for AI in the contact center," said Jack Vernon, senior research analyst, IDC. "Each use case drives business value for contact center owners in distinct ways. AI vendors that want to play in the contact center must be able to explain the value they add in clear business terms."

Table of Contents
Product Code: EUR147014620

Executive Snapshot

New Market Developments and Dynamics

  • Four Key AI Use Case Areas in Contact Centers
  • Use Case: Agent Assistant
  • Use Case: Virtual Agents
  • Use Case: Advanced Analytics
  • Use Case: Routing and Assignment

Advice for Technology Suppliers

Learn More

  • Related Research
  • Synopsis
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