Gartner® research report

How Generative AI Will Transform Your CX Program

Leverage generative AI to enrich your customer understanding, create smarter automation in real time and boost employee performance.

Artificial intelligence (AI) is enabling organisations to organise and optimise their resources — people, knowledge and data — to increase productivity and uncover insights. And within the contact centre, AI is being leveraged to predict the next step in a customer’s journey, increase agent efficiency and optimise customer journeys in real time.

Read the latest Gartner report to discover the key impacts of AI in the contact centre, and implementation recommendations for contact centre leaders to optimise ROI and mitigate risks.

You’ll also get insights on:

  • How to leverage AI to access new customer insights
  • The market direction and key opportunities for AI in customer experience
  • How AI can help agents by automating tasks and providing actionable insights

Gartner, How Generative AI Will Transform Your CX Program, Maria Marino, 4 December 2023

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