Category: AI.

AI and automation are no longer optional; they are essential drivers of competitive advantage in every industry. Yet, many organisations plunge into these transformative initiatives without a clear understanding of their unique business landscape.

While artificial intelligence (AI) promises a revolution in contact centre productivity and operational efficiency, current deployment strategies are hitting a wall when attempting to bridge the scaling gap.

Strategic “tax avoidance” in this context is about applying the right level of intelligence to each workload, ensuring CX, cost discipline & operational resilience improve together.

AI and automation are no longer optional; they are essential drivers of competitive advantage in every industry. Yet, many organisations plunge into these transformative initiatives without a clear understanding of their unique business landscape.

Embracing artificial intelligence (AI) in the contact centre has become a non-negotiable but for many operators, defining and measuring its return on investment (ROI) to justify the spend is where the challenge lies.

Contact centre leaders are under increasing pressure to do more with less, improve customer experience, support agent wellbeing and meet ever-tightening compliance requirements, all while controlling costs. Yet many organisations are trying to solve these challenges without a clear view of where agent time is actually being spent.

The role of the contact centre agent is evolving - from a task handler to a knowledgeable, empathetic problem solver. Yet, getting the fundamentals right remains critical. In the past year, 30% of consumers globally stopped doing business with a company due to poor experiences.

Artificial intelligence (AI) adoption in the contact centre space is accelerating as executives look to keep pace with competitors and rising expectations. Yet, reports that up to 95% of AI projects fail reveal a deeper issue: many organisations are deploying AI before defining the business problems they are trying to solve.

In an effort to help gauge business readiness in the sector, unpack the challenges, and explore how leading organisations are unlocking the true potential of AI, Connect hosted an executive roundtable discussion, bringing together senior leaders from across industries.