The Inner Circle Guides by Contact Babel are a series of analyst reports investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of implementing and using these technologies, an appraisal of the vendors and products available, and a view on what the future holds. You can download all of these reports, free of charge, here.
“The Inner Circle Guide to Next-Generation Customer Contact” is a contact center and CX research report based on surveys with over 400 UK & US organizations and 1,000 customers from each country. While the report, sponsored by Cresta, suggests that the technologies discussed are ‘next-generation’ and perhaps not yet available, this is not the case. In the customer contact industry, which is evolving more rapidly today than it has in years, many of these technologies are not only here but are being leveraged in very mainstream ways.
One of the topics that the report digs into is whether or not the concern around generative AI replacing agents is legitimate. The report indicates – and Cresta strongly agrees – that businesses actually believe that AI will in fact support contact center agents and augment their work. Data shows that the proportion of businesses who believe that AI will actually replace agents and take away jobs is on the decline.
Other topics include: how generative AI will really work in a customer contact environment today, customer identity authentication and the implications for customer privacy, sentiment analysis, and more. When you download, you’ll learn how to use generative AI and intelligent virtual assistants in a sustainable and powerful way, which niche technologies can break into the mainstream and why, and how to use real-time sentiment analysis to truly change the trajectory of your business’ customer interactions.