CX Network’s Global State of CX 2024 report highlights AI-powered technologies for operations, generative AI chatbots and conversational AI chatbots as top-5 CX trends.

Digital transformation in contact centers brings significant benefits such as enhanced service quality, operational efficiency, and customer satisfaction. However, it also presents challenges that organizations must navigate carefully. Poor or insufficient data and employee resistance to AI can all hinder the success of increasingly essential AI implementations. Additionally, integrating AI solutions with legacy IT infrastructure can be complex and time consuming, often requiring costly technical expertise. Key performance indicators (KPIs) and business statistics offer valuable insights to maximize the benefits -  and minimize potential pitfalls – of implementing AI in the contact center.

In this webinar, Jeff Comstock, CVP Dynamics 365 Customer Experience Apps at Microsoft, and Jon Rastia, Director of Innovation at Argano, will share real-world examples of how AI is improving contact center efficiency and will address some of the challenges associated with implementation.

Attendees will learn:

• Enhanced Service Quality: AI can significantly improve the quality of customer service by providing instant, accurate, and personalized responses, leading to higher customer satisfaction.
• Operational Efficiency: By automating routine tasks and optimizing resource allocation, AI can reduce operational costs and improve the efficiency of contact centers.
• Navigating Challenges: Recognizing and addressing the potential pitfalls of digital transformation, such as data privacy concerns and the need for continuous training, is crucial for a smooth transition and maximizing the benefits of AI.