CMSWire: AI in Contact Centers Is Spreading Faster Than the Rules and Infrastructure to Oversee It
According to a CMSWire INSIGHTS and SuccessKPI survey measuring AI maturity in contact centers, being ready for AI does not mean having rules to oversee agents.
What's happening
According to CMSWire, AI use in contact centers has outpaced the rules and infrastructure needed to oversee agents. Of the contact centers surveyed, 53% say their data is not organized or centralized enough for AI. Only 1% of participants report having no AI at all in their contact center.
Whose desk it lands on
The head of the contact center. Is it written down which tasks the AI agent will handle on its own and which it will hand off to a human?
Our view
The CX Brief's interpretation, not a claim made by the source.
Judged by their plans, contact centers look ready: 34.25% of participants have a fully integrated AI roadmap, and 43% have formal roadmaps in most areas. Yet in the same survey, those who don't consider their data organized enough for AI are in the majority; this is where the gap between plans and infrastructure opens up.
