Report: Progressing AI Maturity in the Contact Center


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CX leaders recognize the potential of AI to improve the speed, accuracy, and efficiency of customer service and are planning to expand investments in it accordingly.

However, the ambition of these investments has scaled back over the past year as organizations look to overcome challenges relating to core infrastructure, mindsets, processes, and policies.

This report explores strategies leaders can take to overcome implementation challenges and evolve the maturity of their AI investments in the contact center.
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