Humans + AI: Blending the Best of Both for CX Greatness

Author: Beth Schultz, VP of Research & Principal Analyst

Not available for licensing.

For many companies, artificial intelligence (AI) already plays an integral role in optimizing the experience not only of customers, but also content center agents and supervisors. That AI’s criticality is growing day to day is evidenced in the widespread spending increases reported by the majority of companies studied in Metrigy’s global customer experience (CX) research, as well as the sheer dollar amount of the AI investment.

Table of Contents

• AI Spending for CX on the Rise

• How AI Improves Contact Center Staffing and Agent Experience

• AI Automation, AI Assistance... or Both?

• Copilots a Reason for, and Answer to, Greater Interaction Volumes

• Virtual Agents Getting Better & Better Across 3 Vectors

• Virtual Agents Making Their Mark as Part of Workforce

• Why Virtual Agents, Other AI Matter for Staffing

• People & Technology: Delivering CX Excellence

• More or Less AI? Know Your Customers!