Discover the Future of Customer Experience with AI

In this report based on interviews and surveys with leading contact centre employers will find out:

• What Generative AI is used for: Customer-facing chatbots, agent assistance, auto summarization, AI-powered analytics, intelligent automation, sentiment analysis, and AI-assisted agent training.
  
  
• Challenges faced by employers: Rising costs, hiring and retaining agents, handling call volume spikes, and managing long wait times.
  
  
• What top employers are doing: Implementing AI to reduce costs, increase revenue, improve operational efficiency, enhance customer satisfaction, and continuously improve processes with quality management.

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