An Artificial Intelligence Roadmap For Contact Centers

There are many innovations that are rapidly changing the landscape of the contact center. From being able to offer an omnichannel customer experience across multiple channels to internet-enabled devices connecting directly to contact centers to provide proactive service, there is no doubt that the days of the single channel call center are long gone. One of the most interesting innovations that is being increasingly discussed by visionaries and industry experts is artificial intelligence.

While there are multiple definitions for artificial intelligence or “AI,” the term is most commonly applied when a machine uses leading-edge technology to perform or mimic “cognitive” functions that are intuitive within the human brain, such as problem-solving and learning. Some of the most recognizable current forms of AI are self-driving cars and computers that can beat even professional players in chess.

The field of AI was first introduced 60 years ago at a conference on the campus of Dartmouth College when leaders of AI research for many decades first met. These individuals wrote some of the first programs that were able to play checkers and solve complicated mathematical problems. In the early days of AI research, funding was primarily from the military, who could see the possibility of machines that were able to do the work a man could do. Today, a growing number of technology companies are developing solutions that incorporate AI.

It makes perfect sense for AI to be leveraged within the contact center environmentWith the development of digital channels, it makes perfect sense for AI to be leveraged within the contact center environment. “Smart” technologies are now offering automated customer service, and customers appear to prefer the convenience and ease of self-service. For contact centers that want to stay competitive and meet today’s growing expectations, it’s essential to develop an AI roadmap for adopting this technology that is already setting the standard for managing the customer experience.

Many companies are still struggling with outdated contact center infrastructure that is patched together with siloed communication channels and disparate solutions that are not integrated. Before adding new options that may or may not offer AI, it’s important to first upgrade system infrastructure. This typically means deploying a CX platform that enables channel and point solution integration.