Today's customers expect personalized, human-like interactions — even from automated systems. However, the reality falls short. According to a survey by Gartner,only 8% of customers used a chatbot in their most recent customer service experience. Among those, just 25% expressed a willingness to use a chatbot again in the future.
AI is at the forefront of nearly every CX conversation today. For contact center leaders, the challenge isn’t whether to adopt AI; it’s deciding what to do next — and where AI will actually make an impact.
Getting AI into your contact center is no longer a question of if — it’s a matter of how. But the ROI of AI isn’t guaranteed. A rushed or poorly planned rollout can create more problems than it solves.
