Inner Circle Guide to AI, Chatbots, and Machine Learning

The Inner Circle Guide to AI, Chatbots & Machine Learning is a contact center and customer experience (CX) research report based on surveys with over 400 US and UK organizations and 1,000 customers from each country. 

Despite a low current use of AI across industries (around 25% in the US and UK), there is widespread interest in implementing this solution, with over 40% of respondents definitely intending to implement AI.  

There are numerous use cases for AI in contact centers, and these are growing all the time. This report examines four major areas in which AI is actually impacting contact centers and CX today:

• Self-Service
• Assisted Service
• Interaction Analytics
• Robotic Process Automation and AI

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