AI for the Contact Center - It's So Much More than Chatbots

Overview

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 could be underestimated. 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 whitepaper, by J. Arnold & Associates, examines how AI-driven data can help contact centers understand their customers better and strategically deliver better CX, in ways that are not just more efficient, but also more effective for long-term ROI goals.