Trends Report

Generative AI Is The Catalyst For Change In The Contact Center

Three Trends Shaping Contact Centers In 2024 And Beyond

June 20th, 2024
With contributors:
Ian Jacobs , Eleanor Theriault , Christine Turley


Generative AI (genAI) is set to redefine the contact center and customer service landscape. Contact center leaders are poised to leverage genAI not just for efficiency, but as a strategic tool to enhance customer experiences and operational agility. With careful navigation (and the right partnerships), contact center leaders can harness genAI to both adapt to the rapid pace of change and drive significant business growth. This report highlights the major trends that leaders must navigate as they lay their strategy for an AI-augmented future.

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