Enterprises are pivoting from implementing digital transformation to streamlining and enhancing customer engagement strategies. While they are migrating to cloud contact centers to enhance customer engagement, they are also tasked with freeing up human agents to focus on complex tasks that facilitate enhanced personalized interactions.

This IDC Research whitepaper demonstrates why the solution lies in the smart implementation of generative AI (GenAI) capabilities. When paired with communications automation, GenAI can revolutionize the customer experience segment with the ability to exponentially increase automation rates. At the same time, the solution dramatically reduces operational costs and enhances customer experience. This whitepaper reveals how.

Download the whitepaper to learn:

  • How AI-driven communications automation can provide 80% cost optimization for contact center operations.
  • The benefits of communications automation with GenAI
  • Critical trends in communications automation

Author
Courtney Monroe
Worldwide Telecommunications Research
Analyst, Research Vice President

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