Beyond the buzzword: Contact center AI in action – simple, effective, and transformative

No matter which way we turn, we are all hearing about AI. Generative AI, in particular, has been a buzzword in meeting rooms, at kitchen tables, and on social networks across the globe. And there’s serious substance to the hype. According to a recent McKinsey report, generative AI could add trillions of dollars to the global economy. Contact center AI is fast becoming a crucial component of customer service. There’s massive potential, but companies are curious, cautious, and sometimes confused about where to start implementing AI. As Zoom’s head of global CX solutions engineering, I’ve seen technology continue to change the...