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Amid this hype, Chief Technology Officers (CTOs) feel pressure to invest in Gen AI in some form, with a BCG survey of over 1,400+ C-suite executives revealing that 89% rank AI and Gen AI as a top-three tech priority for 2024. However, Gen AI is not a plug-and-play solution.
In recent history, the contact centre industry has seen tremendous technological innovation and advances. Although there has been a lot of industry hype and vast technological improvements, there is still a way to go in developing AI to its full potential within the contact centre space. By Karl Reed, VP of Solutions at Connect.
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