CCMA Good Practice Guide: How to get the most out of AI in the contact centre

Over two-thirds of customers say that convenience is more important than brand – particularly as people grow accustomed to more personalised and frictionless customer journeys. However, many organizations are still not aware of how big of a role Artificial Intelligence (AI) plays in shaping today’s gold standard customer experiences in the contact centre.

In this CCMA Good Practice Guide, we will:

• Define the role that AI can play in your CX.
• Outline the benefits AI can bring to your contact centre transformation.
• Detail the steps contact centre managers should take in order to optimise any AI investments.