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Contact Center Playbook: The Era of AI-first Experiences

Discover the transformative power of AI and Generative AI in enhancing self-service, agent productivity and providing deeper customer insights for your contact center. 

Playbook

AI is here to stay. Its transformative power is slowly being felt among businesses across industries globally. And contact centers stand to gain immensely from this emergence of AI and Generative AI (Gen AI). Despite the concerns of data privacy, security, performance accuracy and compliance, contact center leaders are optimistic of the benefits of this technology and are making it a priority.

In our latest Contact Center Playbook, we unravel how AI and Gen AI enable contact centers to improve customer satisfaction and agent productivity while gaining deep insights from customer interactions.

Our latest Contact Center Playbook tackles:  

  • The needs of customers: better self-service using AI  
  • The priorities for agents: improved productivity and growth opportunities led by AI  
  • The ask of contact center leaders: data-driven insights and action plans powered by AI  
  • Success stories of customers delivering AI-driven experiences
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of contact center leaders are looking at Gen AI to improve employee experience

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of contact center leaders have made AI-led customer journey insights a top priority

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is how low the cost per interaction could go with AI-powered self-service

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cost reduction and 70% agent effort reduction observed among early AI adopters

Contact centers are one of the most prominent industries that AI can revolutionize. It can play a vital role in transforming your contact center from a customer service center to an experience hub that consistently delivers superior experiences to the customers and agents.

Contact Center Playbook, Sprinklr

If you have correctly identified a viable self-service use case, then designed and optimized it to work so that the journey is now clearly superior to waiting in a queue for live assistance, you will only need to respond to the occasional customer request for human support.

Martin Hill Wilson,
Thought Leader and Influencer, Customer Service and CX

The evolving landscape of customer support is no longer a battleground of AI versus human assistance but a stage where their collaboration takes center stage. It is a triangular model where technology and the human touch unite to serve the ultimate protagonist: the customer.

Micah Solomon,
Customer Service Transformation Expert

Contact Center Playbook: The Era of AI-first Experiences