Closing the AI Divide Proven Strategies for Successful Adoption and Transformation

ICMI's Insider's Guide for Support and Contact Center Leaders

Artificial intelligence (AI) promises to bring significant transformation to the contact center and IT service desk sectors in the years ahead. Many organizations are just now taking the first steps that will set them on a course to achieving full AI integration and maturity, but the path ahead is anything but clear and far from guaranteed. As part of our AI certification for AI decision makers, our readiness and maturity assessments conducted over the last two years have given our team a wealth of insight into the forces and priorities shaping AI progress. From major enterprise brands with robust agendas to small non-profits just testing the waters, the data shows that organizations of all stripes see AI as a way to enhance workforce efficiency and increase value to customers.

However, a majority struggle to deliver belies these ambitions. When asked to rate their overall readiness in deploying AI tools, most organizations grade themselves a 4 or 5 out of 10. Self-evaluations of AI maturity are even more conservative, with many organizations settling on a 2 or 3 out of 10. This Insider’s Guide seeks to bridge the AI gap between where organizations find themselves now and where they could be in a few years. In so doing, we explore the critical components of AI maturity in contact centers and IT service desks, focusing particularly on AI readiness, data management, AI-driven use cases, agent assistance, training, and ethical considerations. Download now to continue reading!