The State of AI in the Contact Center

With AI proliferating across the digital communications landscape, much is abuzz in the arena of contact centers, and how intelligent technologies are being adopted here for improving customer experience, as well as employee productivity. This ICMI Executive Summary, in collaboration with NICE, answers questions surrounding:

• What contact centers are looking to achieve through AI,
• How they are looking to invest in intelligent solutions, and,
• Who the final decision makers are.

Additionally, this whitepaper also draws focus towards where contact centers fall on the priority list for AI adoption, including gleaning from past failures for improving adoption success rates.