While the phrase “AI for the contact center” has now become very familiar, it can mean many things, and without careful consideration, AI’s business value will be under-estimated. We tend to follow the path of least resistance — especially with new technology — where the focus is on short-term results and a fast ROI. This is not surprising, but when it comes to something as transformational as AI, the vision needs to be broader.
Not only that, but being an iterative technology, AI improves as you use it, so there must be some tolerance for risk and continuous improvement. This is very different from how contact centers have invested in technology previously, where the offerings were mature and ready to deploy once
integrated with existing systems. Today’s contact centers need more from technology, and this is where
understanding the business value of AI becomes so important.
