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
Media Contact:
Research and Markets Laura Wood, Senior Manager [emailprotected]
For E.S.T Office Hours Call +1-917-300-0470 For U.S./CAN Toll Free Call +1-800-526-8630 For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907 Fax (outside U.S.): +353-1-481-1716
SOURCE Research and Markets
Read more from the original source:
- What is Artificial Intelligence (AI)? - Definition from ... [Last Updated On: June 12th, 2016] [Originally Added On: June 12th, 2016]
- Artificial Intelligence | Neuro AI [Last Updated On: June 12th, 2016] [Originally Added On: June 12th, 2016]
- Association for the Advancement of Artificial Intelligence [Last Updated On: June 13th, 2016] [Originally Added On: June 13th, 2016]
- A.I. Artificial Intelligence - Wikipedia, the free ... [Last Updated On: June 17th, 2016] [Originally Added On: June 17th, 2016]
- Artificial Intelligence - The New York Times [Last Updated On: June 17th, 2016] [Originally Added On: June 17th, 2016]
- Intro to Artificial Intelligence Course and Training ... [Last Updated On: June 28th, 2016] [Originally Added On: June 28th, 2016]
- Artificial Intelligence | Neuro AI [Last Updated On: July 1st, 2016] [Originally Added On: July 1st, 2016]
- What is Artificial Intelligence (AI)? Webopedia Definition [Last Updated On: July 1st, 2016] [Originally Added On: July 1st, 2016]
- Intro to Artificial Intelligence Course and Training Online ... [Last Updated On: July 5th, 2016] [Originally Added On: July 5th, 2016]
- Artificial Intelligence News -- ScienceDaily [Last Updated On: September 16th, 2016] [Originally Added On: September 16th, 2016]
- Artificial intelligence positioned to be a game-changer - CBS ... [Last Updated On: October 13th, 2016] [Originally Added On: October 13th, 2016]
- Artificial Intelligence: A Modern Approach - amazon.com [Last Updated On: October 31st, 2016] [Originally Added On: October 31st, 2016]
- Artificial Intelligence - IndiaBIX [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- The Non-Technical Guide to Machine Learning & Artificial ... [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- Artificial Intelligence - Graduate Schools of Science ... [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- Artificial Intelligence in Medicine: An Introduction [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- What does artificial intelligence mean? - Definitions.net [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- Artificial Intelligence Lockheed Martin [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- Artificial Intelligence Course - Computer Science at CCSU [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- FREE Artificial Intelligence Essay - Example Essays [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- Elon Musk's artificial intelligence group signs Microsoft ... [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- Real FX - Slotless Racing with Artificial Intelligence [Last Updated On: November 23rd, 2016] [Originally Added On: November 23rd, 2016]
- Artificial Intelligence: What It Is and How It Really Works [Last Updated On: January 4th, 2017] [Originally Added On: January 4th, 2017]
- Artificial Intelligence Market Size and Forecast by 2024 [Last Updated On: January 4th, 2017] [Originally Added On: January 4th, 2017]
- Algorithm-Driven Design: How Artificial Intelligence Is ... [Last Updated On: January 4th, 2017] [Originally Added On: January 4th, 2017]
- 9 Development in Artificial Intelligence | Funding a ... [Last Updated On: January 4th, 2017] [Originally Added On: January 4th, 2017]
- Artificial Intelligence Tops Humans in Poker Battle What's the Big Deal? - PokerNews.com [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- Is AI a Threat to Christianity? - The Atlantic [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- Allow mathematicians to pierce artificial intelligence frontiers - Livemint [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- Montreal sees its future in smart sensors, artificial intelligence (with video) - Computerworld [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- Silicon Valley Hedge Fund Takes On Wall Street With AI Trader - Bloomberg [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- The Observer view on artificial intelligence - The Guardian [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- Artificial Intelligence Is Coming Whether You Like It Or Not - Mother Jones [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- RealDoll Creating Artificial Intelligence System, Robotic Sex Dolls ... - Breitbart News [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Forget lessons, these smart skis are loaded with artificial intelligence - Mashable [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Artificial Intelligence Correctly Predicted the Patriots' 34-28 Super ... - Digital Trends [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Why C-Levels Need To Think About eLearning And Artificial Intelligence - Forbes [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Artificial Intelligence-Driven Robots: More Brains Than Brawn - Forbes [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Artificial intelligence: How to build the business case - ZDNet [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- What 'social artificial intelligence' means for marketers - VentureBeat [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Actress Kristen Stewart's Research Paper On Artificial Intelligence: A Critical Evaluation - Forbes [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Baidu cut its healthcare business to concentrate on artificial intelligence - Asia Times [Last Updated On: February 9th, 2017] [Originally Added On: February 9th, 2017]
- Google Android Wear 2.0 update puts artificial intelligence inside your wristwatch - The Sun [Last Updated On: February 9th, 2017] [Originally Added On: February 9th, 2017]
- How criminals use Artificial Intelligence and Machine Learning - BetaNews [Last Updated On: February 9th, 2017] [Originally Added On: February 9th, 2017]
- In the Labs: Connected vehicles in Ohio, artificial intelligence in Illinois and Massachusetts - Network World [Last Updated On: February 9th, 2017] [Originally Added On: February 9th, 2017]
- Keeping an eye on artificial intelligence - The National Business Review [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- Actors, teachers, therapists think your job is safe from artificial intelligence? Think again - The Guardian [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- Wells Fargo Innovation Group to Focus on Artificial Intelligence, Payments and APIs - Wall Street Journal (blog) [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- SAP aims to step up its artificial intelligence, machine learning game as S/4HANA hits public cloud - ZDNet [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- Artificial Intelligence Is Coming To Police Bodycams, Raising Privacy Concerns - Forbes [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- Nvidia Beats Earnings Estimates As Its Artificial Intelligence Business Keeps On Booming - Forbes [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- Could Artificial Intelligence Ever Become A Threat To Humanity? - Forbes [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- Artificial intuition will supersede artificial intelligence, experts say - Network World [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- The Peril of Inaction with Artificial Intelligence - Gigaom [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- TASER International Bringing Artificial Intelligence to Law Enforcement - Motley Fool [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- LG G6 teasers emphasize battery life, artificial intelligence - CNET [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- Wells Fargo sets up artificial intelligence team in tech push - Reuters [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- Ford spending $1 billion on self-driving artificial intelligence - CNET [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- Artificial Intelligence in Business Process Automation - Nanalyze [Last Updated On: February 12th, 2017] [Originally Added On: February 12th, 2017]
- An artificial intelligence gamble that paid off - Minneapolis Star Tribune [Last Updated On: February 12th, 2017] [Originally Added On: February 12th, 2017]
- Ford to Invest $1 Billion in Artificial Intelligence Start-Up - New York Times [Last Updated On: February 12th, 2017] [Originally Added On: February 12th, 2017]
- Wells Fargo Pushes Into Artificial Intelligence - Fortune [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- Artificial intelligence predictions surpass reality - UT The Daily Texan [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- Creating artificial intelligence-driven technology products is almost like unleashing the Frankenstein's monster - Economic Times (blog) [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- Inside Intel Corporation's Artificial Intelligence Strategy - Motley Fool [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- The artificial intelligence revolutionising healthcare - Irish Times [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- Ford Announces Investment in Artificial Intelligence Company Argo AI - Motor Trend [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- Ford Invests $1-Billion in Artificial Intelligence - AutoGuide.com [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- Salesforce adds some artificial intelligence to customer service products - TechCrunch [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- No hype, just fact: Artificial intelligence in simple business terms - ZDNet [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Artificial Intelligence and The Confusion of Our Age - Patheos (blog) [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- How Artificial Intelligence Startups Struck Gold - Entrepreneur [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Terrifyingly, Google's Artificial Intelligence acts aggressive when cornered - Chron.com [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- This Startup Has Developed A New Artificial Intelligence That Can (Sometimes) Beat Google - Forbes [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- RPI artificial intelligence expert looks at Westworld - Albany Times Union [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Google's DeepMind artificial intelligence becomes 'highly aggressive' when stressed. Skynet, anyone? - Mirror.co.uk [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Artificial Intelligence Enters The Classroom - News One [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- John Pisarek Talks Artificial Intelligence - Customer Think [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Can Artificial Intelligence Predict Earthquakes? - Scientific American [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Artificial Intelligence Is Becoming A Major Disruptive Force In Banks' Finance Departments - Forbes [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]