Mediaboss Marketing

DUBLIN, March 14, 2022 /PRNewswire/ -- The "The State of Artificial Intelligence in Contact Centers" report has been added to ResearchAndMarkets.com's offering.

This Report provides a maturity model for the service experience in contact centers, looking ahead to the next 15 years.

It describes how AI can and should be used, application by application, to enhance contact center performance and provides recommendations and best practices for implementing AI-enabled solutions. It offers both a strategic perspective and tactical guidance to help companies realize the maximum benefits from their AI initiatives.

Artificial intelligence is being added to all of the systems and applications used by contact center agents. It has already introduced a basic form of human-like understanding and intelligence into self-service solutions and is on its way to delivering practical and quantifiable improvements to many other applications.

The State of Artificial Intelligence in the Contact Center analyzes how artificial intelligence (AI) can be applied to transform the customer experience (CX), drive a new era in servicing, and significantly improve the performance of contact centers. It explains AI, its underlying technologies and how it enhances contact center systems and applications.

The Report provides use cases for AI today and anticipates the exciting future of this technology, also analyzing the value proposition and payback for its adoption in each application.

Report Includes

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Contact Center AI Defined and Explained3.1 Rules vs. AI3.2 Where Automation Fits in the World of AI3.3 Data is a Key to the Success of AI Initiatives

4. The Role of AI in Enhancing the CX

5. The Vision for AI in Contact Centers5.1 Operational Impact of the AI Hub in Contact Centers

6. Contact Center AI-Enabled Applications6.1 Contact Center Portfolio of AI-Enabled Systems and Applications6.2 AI-Enabled Systems and Applications for Contact Centers6.2.1 Intelligent Virtual Agent/Conversational AI6.2.2 Interaction (Speech and Text) Analytics6.2.3 Analytics-Enabled Quality Management6.2.4 Virtual Assistant6.3 Targeted AI Systems and Applications for Contact Centers6.3.1 Transcription6.3.2 Real-Time Guidance6.3.3 Predictive Behavioral Routing6.3.4 Predictive Analytics6.4 Emerging AI Systems and Applications for Contact Centers6.4.1 Workforce Management6.4.2 Customer Journey Analytics6.4.3 Customer Relationship Management6.4.4 Contact Center Performance Management6.4.5 Automatic Call Distributor6.4.6 Dialer/Campaign Management6.5 Contributing AI Systems and Applications for Contact Centers6.5.1 Robotic Process Automation6.5.2 Intelligent Hiring6.5.3 Desktop Analytics6.5.4 Knowledge Management6.5.5 Voice Biometrics6.5.6 Voice-of-the-Customer/Surveying

7. The Contact Center AI Journey7.1 The Contact Center Maturity Model7.1.1 Reactive Contact Centers, 20217.1.2 Responsive Contact Centers, 2022 - 20257.1.3 Real-Time Contact Centers, 2026 - 20307.1.4 Proactive Contact Centers, 2031 - 20357.1.5 Predictive Contact Centers, 20367.2 Role and Contributions of AI in Contact Centers

8. Final Thoughts

For more information about this report visit https://www.researchandmarkets.com/r/pt0g92

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SOURCE Research and Markets

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Global Artificial Intelligence in Contact Centers Market Report 2022-2036: Use Cases for AI Today and the Exciting Future of this Technology - PR...