The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018.

All the hype around AI today stems from the rapid developments and widespread adoption of the next iterative advancement in AI technology, namely generative or GenAI.

GenAI is a hot trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta reaching fever-pitch in 2023 with the public release of platforms like ChatGPT, Bing Chat, Bard (now Gemini) and Meta AI.

Providing invaluable insights from the AI and CX experts at Connect, the eBook explores numerous topics, including:

• Identifying the critical steps to take before deploying Gen AI to avoid costly mistakes.

• How AI can transform contact centres with faster resolutions & personalised interactions.

• Why GenAI can empower agents & create “super-agents” for exceptional customer experiences.