What happens when we stop asking where AI can fit into today’s contact centre and start asking what we would design differently because AI now exists?

Many organisations begin their AI journey by applying new technology to existing processes. That can deliver efficiencies and improvements, but it can also mean missing the bigger opportunity. As one member said recently, “put AI on a broken process and it exacerbates the problem.”

The greatest value from AI may not come from doing the same work faster. It may come from rethinking how the work is done altogether.

That means looking again at customer and employee journeys, workflows, management roles and decision-making. It means considering where human judgement creates the greatest value and where AI can augment, automate or fundamentally change how work happens.

It may even mean reconsidering how we measure success. It’s time to understand how AI has moved the needle on customer, employee and business outcomes.

Through an interactive panel conversation, we’ll be talking about:

• Designing sustainable human-AI operating models
• Redesigning customer journeys around outcomes
• Redefining workflows and decision-making
• How the metrics in the contact centre are changing
• Creating a culture of continuous learning and improvement

This is part of our AI Readiness for Customer Operations webinar series. Take a look at what else we’ll be exploring in the coming weeks to help you uncover what true AI readiness looks like in your contact centre and how to achieve genuine success.

AI Readiness for Customer Operations: Is Your Operation AI Ready?

AI Readiness for Customer Operations: Leading People Through AI Change 

AI Readiness for Customer Operations: Making the Right AI Technology Decisions

AI Readiness for Customer Operations: Governance, Risk and Responsible AI