AI for Customer Insights

This ContactBabel report examines how AI equips contact centers to better understand, anticipate, and serve customers, across voice, digital, and self-service channels. It explores ways AI can uncover intent, detect sentiment, and deliver guidance in real time.

Insights gained through AI-enabled analytics are being used to personalise CX. The report shows five key processes where AI enabled solutions helped the organisation to understand, engage and deliver personalised, cost-managed interactions at scale.