AI Readiness Assessment For Contact Centres

Identify Use Cases & Assess Your Readiness for Implementation

When people talk about AI for Contact Centres, they generally are referring to the automation of specific contact types; either partially or entirely. While relevant, this one use case represents only a fraction of the potential applications for this technology.

The key to unlocking more of the benefits that artificial intelligence has to offer in Contact Centres is to apply it in a way that ehances how each organaization defines "Customer Experience". Artificial Intelligence can bring Cx, Ex and efficiency gains in almost every aspect of a Contact Centre including (but not limited to); HR, Quality, Workflow, Call Flow, Scripting, Sentiment identification and proactive prompting, agent assist, WFM (Intraday, forecasting), gamification, performance management etc.

The breadth of inter-related functional disciplines that are required to make Contact Centres operate can be quite broad. Evaluating readiness for AI automation must begin therefore with consideration of the scope of functions to be reviewed .

It is for this reason we have broken out 28 topics/options and given clients the flexibility to customize the scope for their Readiness Review.

Review the Details of Each Scope Option

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