MIT Analyst Webinar

AI in the contact center: The promise, reality and future

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly.

Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center.

Watch the full webinar by clicking this link.

Meet the Speakers

Claire beatty webinar image

Claire Beatty
Editorial Director for International Markets
MIT Technology Review Insights

Aarde webinar image

Aarde Cosseboom
Sr. Director of GMS Technology, Product, & Analytics
TechStyle

Janelle

Janelle Dieken
Senior Vice President, Product Marketing
Genesys

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So first of all, let me introduce you to the

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research that we will be presenting today. In December, 2019

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and January, 2020, we conducted a global survey of about

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1000 AI leaders, C level executives, heads of sales and

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marketing all across the world, so in Latin America, North

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America, Europe, the middle East and Africa and Asia Pacific.

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And the questions that we asked them are here on your screen.

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So what is the status of AI adoption globally? And

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what are the leading use cases? What are the benefits

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that companies are seeing through AI adoption so far and

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what are some of the obstacles? And then lastly, the idea of

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data sharing. So how are companies looking at the data sets that

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they have thinking about the potential benefits that could be

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gained if they share that data with third parties and

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what would it mean? What would they need to see

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in order to jump into this new world of data

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sharing? So with that, let me dive straight into some

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of the results of the survey. So the headline finding

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is that of the large companies that we surveyed, by

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the end of 2019 about 87% said that they were

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using AI somewhere in their business operations and the chart

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that’s on your slide here shows the industries that are

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perhaps furthest ahead in this AI journey. And we see

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that financial services has really high expectations of AI. The

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question is within three years, approximately what percentage of your

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business processes will use AI? So you can see financial

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services is the furthest ahead. And they just have so

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many use cases from customer processes to back office operations,

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to risk management, to portfolio management, to cybersecurity. So they’re

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actually very mature in using AI in the business. So

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next we looked at what are the largest AI use

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cases globally. And we saw the lead finding is that

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quality control followed by customer care and support and cybersecurity

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are the leading use cases globally. And if we think

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about quality control, there are just so many different ways

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that might look like depending on what industry you’re in, whether you’re in

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pharma or manufacturing, you might be using a different array

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of AI technologies for that use case, but that is

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the leading use case

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