Number of the Week: 31%
31% of UK contact centres are planning to implement Artificial Intelligence tools in 2020. That’s just one of the fascinating research findings in Contact Babel‘s UK Contact Centres 2020 report: https://lnkd.in/gu5dNvn
Of course AI has great potential in helping both consumers and brands – even if a lot of what is now described as AI is far from it. However, as the ICO’s current consultation paper “Big Data, Artificial Intelligence, Machine Learning and Data Protection” makes clear, any organisation using big data algorithms and analytics to influence its customers’ experience and outcomes must be able to explain how.
When it comes to contact centres sourcing smart new tech from vendors that could be quite a challenge.