Artificial Intelligence (AI) in the Contact Center

This paper explores the use of Artificial Intelligence (AI) in contact centers, addressing the complexities of vendor selection, the identification of use cases and the risks involved. It describes an approach to AI implementation and is intended to help contact center leaders navigate the AI landscape with greater confidence. ICMI has been a thought leader in the contact center space for nearly 40 years. We are a technology-agnostic services firm dedicated to improving the contact center industry and the amazing people that comprise it.

AI is revolutionizing our world. Few would argue that. Furthermore, customer service is widely deemed a business function preordained to reap the benefits of AI. To an extent, this perceived inevitability is fair. After all, AI has been in the contact center for more than 20 years with solutions such as interactive voice response (IVR), speech analytics, automated quality monitoring and chatbots. Over this time, the contact center has proven its ability to assimilate these solutions into the operation for the benefit of the business, employees and customers. The contact center has been a testbed and learning ground for AI solutions. So yes, AI’s role in the contact center will grow, just as it will in many walks of life. But this inescapable idea that AI will change everything in customer service seems a bit hyperbolic and quite unfair. If this notion of inevitability — or a promise of massive ROI — puts undue pressure on contact center leaders to acthastily — which we are seeing — then it’s unfair — counterproductive and could lead to poor decision-making.

AI is poised to drive meaningful improvements in efficiency and customer experience. As with any change effort though, it’s critical to take a disciplined approach. This paper will contemplate five critical factors that will help contact center leaders think through the exciting but also challenging task of deploying AI effectively.