Siobhán Corley-Richards at Zoom shares a practical, no-fluff guide to help CX leaders cut through the AI noise and confidently implement contact centre AI that delivers real results – for customers, agents, and the bottom line.
Unless you’ve been living under a rock, there’s no doubt that all things Artificial Intelligence (AI) continue to flood your inbox and social feeds.
AI in all its forms, from generative AI (GenAI) to agentic AI, is still the hot topic everyone’s talking about. AI isn’t just the future; it’s unfolding in real time.
And it’s not just hype – AI has the potential to add trillions of dollars to the global economy, according to a recent McKinsey report. But where do you even start when thinking about implementing contact centre AI when you’re just trying to stay on top of your day-to-day?
Our practical guide to contact centre AI is at hand to help you get off to the right start. We get real about AI’s impact in the contact centre, its benefits, implementation challenges, and five steps you can take to achieve AI greatness in your customer experiences.
The Impact of Contact Centre AI
The dream is a world where your contact centre runs smoother, your agents are happier, and your customers are more satisfied.
AI can help turn this dream into reality. It’s transforming contact centres by making them more efficient and helping agents provide the top-notch service customers expect.
In fact, Metrigy’s 2024 report, Transforming customer experience – 6 vital projects to help improve CX, found that when companies use AI for customer engagement, they increase revenue by an average of 19.6% and improve customer ratings by 20.5%.
And Gartner predicts that agentic AI will resolve 80 percent of common customer service issues without intervention by 2029. The data suggests that it’s time to jump aboard the AI train if you haven’t already done so.
However, finding the right balance between AI and the human touch is delicate and complex. It’s not about replacing human interaction; it’s about enhancing it and making every customer feel special. Take the time to find the right balance, and you’ll reap the benefits in the months and years to come.
Finally, a Practical Guide to Contact Centre AI
In your role as a CX leader, we understand that the mere mention of AI can spark a sense of panic, driven by the added pressure from leadership to get on board fast.
But don’t worry – we’re here to help! Our guide breaks down all the benefits of AI in the contact centre and gives you practical steps to build an AI-powered contact centre that enhances the human touch your customers love.
Key takeaways you’ll find inside include:
- Real talk about AI challenges: We break down the common hurdles and show you how to conquer them.
- The all-in-one business benefit: Discover how taking a unified approach to AI can bolster not only your contact centre but your entire organization.
- Five simple steps to success: Get actionable tips to launch your customer experience AI strategy and prepare for the future.
What Are the Five Steps to Contact Centre AI Greatness?
Here’s a sneak peek at the five steps you can take to leverage some quick wins and get on the path to AI success in your contact centre:
1. Create a Vision
Start with a clear vision of what customer experience success looks like for your business. Think big but also specifically. Are you aiming for faster response times? Higher customer satisfaction scores?
Reduced call volumes? Define your goals and align them with the outcomes you want to achieve. Remember, a well-defined vision will serve as a guidepost for every decision you make moving forward.
2. Take a Customer-Led Approach
AI works best when it’s customer-first. Instead of using technology as a shortcut, find solutions that enhance the overall customer experience.
Conduct customer feedback sessions or analyse support data to uncover what matters most to your audience. Then, build processes and implement AI tools that deliver on those needs.
3. Empower Your Agents and Supervisors
AI isn’t about replacing your agents; it’s about making them the heroes. Use AI tools to complement their workflows, help them handle complex queries, and enable supervisors to coach more effectively.
Empower your team with hands-on training and easy-to-use technology. That way they’ll feel confident and ready to deliver the results you want to see.
4. Evaluate and Course-Correct
The beauty of modern AI lies in its adaptability, but only if you monitor and refine its performance. Use contact centre analytics to uncover trends, evaluate effectiveness, and make adjustments where necessary.
Don’t be afraid to course-correct. Continuous improvement will help your contact centre stay aligned with customer expectations and business goals.
5. Partner With the Right Experts
Finally, partnering with the right technology provider and implementation experts can make all the difference.
Look for a team that understands your industry and has a proven record of success in scaling AI for customer support. That partnership can save you time, resources, and headaches.
Author: Zoom
Reviewed by: Megan Jones
Published On: 3rd Jun 2025
Read more about - Guest Blogs, Zoom
