市場調査レポート
商品コード
1057440
コンタクトセンターにおける人工知能(AI)の現状The State of Artificial Intelligence in Contact Centers |
コンタクトセンターにおける人工知能(AI)の現状 |
出版日: 2022年02月07日
発行: DMG Consulting LLC
ページ情報: 英文
納期: 即日から翌営業日
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コンタクトセンターとCXソリューションに人工知能技術(AI)を取り入れることで、サービス分野ではかつてないほど急速なペースで革新と改善が進んでいます。サービス環境での利用はまだ初期段階ですが、AIは品質、生産性、従業員エンゲージメントを向上させながらCXを強化する能力を実証しつつあります。
当レポートでは、コンタクトセンターにおける人工知能(AI)の現状について調査し、AIによるコンタクトセンターのパフォーマンス改善に関する分析、AIとその基礎となる技術、コンタクトセンターのシステムとアプリケーションを強化する方法の解説、AIのユースケースなどの情報を提供しています。
DMG Consulting LLC's special report on ‘The State of Artificial Intelligence in the Contact Center’ analyzes how artificial intelligence (AI) can be applied to transform the customer experience (CX), drive a new era in servicing, and significantly improve the performance of contact centers. It explains AI, its underlying technologies and how it enhances contact center systems and applications. The Report provides use cases for AI today and looks ahead to discuss the exciting future of this technology, also analyzing the value proposition and payback for its adoption in each application.
The inclusion of AI technology in contact center and CX solutions is driving the most rapid pace of innovation and improvement ever seen in the service sector. Artificial intelligence is being added to all of the systems and applications used by contact center agents. It has already introduced a basic form of human-like understanding and intelligence into self-service solutions and is on its way to delivering practical and quantifiable improvements to many other applications. Although in the early days of use by service environments, AI is demonstrating its ability to enhance the CX while improving quality, productivity and employee engagement.
AI is already making important contributions to many facets of the service experience. Computer vision is being used to "see" and make recommendations for action based on visual input. Machine learning is detecting patterns in massive data sets to identify tasks and activities that can be handled better with intelligent automation. Speech analytics is delivering valuable insights based on its ability to structure customer conversations and understand callers' wants and needs. Next-best-action capabilities guide agents to achieve optimal outcomes in the first contact. And predictive behavioral routing is identifying customers' conversation styles and matching them with the best-fit agent.
Artificial intelligence is an expanding group of technologies that, when supported by an appropriate data repository, can discern patterns and emulate human reasoning and behaviors. Once the processing steps for each type of customer inquiry or transaction are recognized, AI can enhance, or possibly fully automate, the handling and resolution of future transactions. This frees up agents to perform higher-value and more complex activities. At least 50% of contact center tasks are repetitive, so this means that applying AI technology to resolve them will be beneficial for customers, agents and the company's bottom line.
This Report also provides a maturity model for the service experience in contact centers, looking ahead to the next 15 years. It describes how AI can and should be used, application by application, to enhance contact center performance and provides recommendations and best practices for implementing AI-enabled solutions. It provides both a strategic perspective and tactical guidance to help companies realize the maximum benefits from their AI initiatives.