CallMiner’s 2025 CX Landscape Report highlights AI’s rapid growth despite governance gaps
While 96% of leaders believe AI is a key strategy, 67% are still implementing the technology without adequate governance structures in place. Read mor...
In the latest edition of the Inner Circle’s Guide to AI, Chatbots & Machine Learning CallMiner’s VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center.
Check out our AI experts thoughts on these 6 questions from the Contact Babel user community:
- What are the steps we need to take to use AI in our contact center? Where would be the best place to start?
- Is there anything that successful AI implementations / projects have in common? Any pitfalls to avoid?
- How do we measure the ROI of AI? Are there any quick wins we can use to show our senior management?
- Solutions such as speech analytics and knowledge bases / case-based reasoning have been around for a long time. What’s so different about AI?
- How much initial and ongoing effort/resource will AI require? Do we need a dedicated AI professional to keep everything running?
- Does AI require replacement of any existing technology, or will it work alongside what we already have?
