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
Christina McAllister, Senior Analyst
Christina McAllister Senior Analyst
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Max Ball, Principal Analyst
Max Ball Principal Analyst
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ian Jacobs , Eleanor Theriault , Christine Turley

Summary

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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