Market Study: State of Generative AI

This report explores how generative AI goes far beyond simply automating the contact center, and instead elevates the full operational scope of the contact center. You’ll learn where generative AI can have the most impact, and how to nimbly navigate these changes to your organization.

Introducing CCW Digital’s latest Market Study on the State of Generative AI, and its profound implications for the contact center, sponsored by Cresta. This report explores how generative AI goes far beyond simply automating the contact center, and instead elevates the full operational scope of the contact center. You’ll learn where generative AI can have the most impact, and how to nimbly navigate these changes to your organization. Key areas covered in this study include:

Best practices for approaching and maximizing your generative AI investments
Concrete direction for contact center leaders on which use cases to pursue, which strategies to rethink, and which outcomes to measure
The risk factors that can’t be ignored while implementing generative AI, and actionable strategies to overcome them