Executive Summary
Contact centers typically operate at the extreme edge of capacity, balancing customer expectations against the imperative to control costs. Bridging this capacity gap has historically proven elusive for operations teams, often forcing compromises in either service quality or agent performance, until artificial intelligence (AI) emerged as a genuine business tool. To efficiently enhance the customer experience (CX), centers need to automate—and quickly. For the first time, extensive automation is achievable without wholesale disruption. AI makes it possible to create consistent, reliably excellent customer experiences.