Magic vs Reality: What AI Can Really Do for Contact Centers


Delve into the intricacies of AI's role in customer service with Omer Minkara, VP at Aberdeen, and Elizabeth Tobey, Head of Marketing, Digital and AI Solutions, as they navigate the complexities clearly and concisely.

In an industry abuzz with promises of AI replacing human agents, it's essential to understand the reality: AI serves to augment rather than replace agents, streamlining operations by automating repetitive tasks—approximately 20% of them. But can AI truly fulfill every function?

Beyond the allure of instant CX transformation lies a sobering reality: AI's effectiveness hinges on the quality of data and models employed. Can it truly revolutionize the customer experience?

Furthermore, achieving maximum ROI with minimal preparation is a tantalizing prospect. However, successful AI implementation demands meticulous planning—from identifying implementation areas to establishing robust data hygiene and AI policies.

Join us as we unravel the myths and unveil the truths surrounding AI's impact on contact centers, equipping you with the knowledge to leverage its potential effectively.

  • Learn how AI primarily augments rather than replaces agents in contact centers
  • Discover the importance of data quality and model accuracy for AI's effectiveness in CX programs.
  • Explore the essential steps for successful AI implementation, including defining implementation areas and establishing data hygiene and AI policies.
  • Understand the significance of a carefully designed strategic roadmap for maximizing ROI and realizing AI's full potential in contact centers.