El futuro de la IA en el centro de contacto

La tecnología de inteligencia artificial (IA) está modificando fundamentalmente el funcionamiento de los contact centers, mejorando significativamente la experiencia del cliente al tiempo que ofrece eficiencia y ahorro en los costes. A medida que aumenta la evidencia de su valor, la IA se considera cada vez más una necesidad para competir de manera efectiva al brindar una atención al cliente más rápida y precisa.

CX professionals understand the importance of AI, yet organizations still struggle to deploy and adopt this technology in truly meaningful ways. 89% of CX professionals believe in the importance of leveraging AI in the contact center, yet only 14% of organizations consider themselves “transformational” in employing AI to do heavy lifting for the business.

This report examines the evolving perceptions of AI and its maturity in the CX space. Download the report to explore these key drivers and expectations, as well as four key predictions on how AI will shape the contact center through 2025.