Implementing AI in contact centres is one sure-fire way to boost capabilities, but to ensure you're getting the most out of your investment in the technology, there needs to be a concrete strategy in place.
AI in contact centres goes beyond just chatbot technology, and organisations should look to optimise customer journeys and agent experience through it.
NICE inContact commissioned Forrester Consulting to evaluate drivers of AI adoption in contact center applications.
The paper outlines both the risks and benefits of AI, and deep dives into the results of a survey conducted with contact center technology decision makers at global companies.
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