The AI-First Contact Center

A framework for AI excellence
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My executives want ideas like these for how we should be leveraging technology- specifically AI -to improve the business. The high-level practical applications for use cases that Kerry’s laid out, along with the tools needed to succeed, provides just that.
-VP, Communication Technologies


What’s in the book?

Recent exponential advances in artificial intelligence have opened new possibilities for automation and enhancement across nearly all industries. Contact centers, with their narrow, repetitive conversations and existing agent oversight structures, offer an ideal environment for deploying the latest AI innovations.
However, the pace of progress in AI far outpaces the roadmaps of contact center software vendors. Organizations that want to lead in AI-enabled customer experience cannot simply wait for incumbent vendor products to catch up. Instead, they need open and flexible contact center architectures that allow easy integration of the latest AI services through modern APIs.

The AI-First Contact Center dives into:

  • What it means to be an AI-first contact center, the advantages, and the challenges.
  • Should your business become AI-first?
  • Why you shouldn’t wait on your tech vendor to implement AI.
  • The applied AI playbook with practical, industry specific use cases.
  • Security, compliance and governance considerations.
  • Getting your staff onboard with AI.
  • And much more!

Customer experience and the next generation of workforce management leaders need to read this book to develop a strategy for ensuring AI excellence to achieve their goals.


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