The ChatBot Will Speak to You Now: Six Things You Need to Know About AI's Transformation of the Contact Center

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While there are potential applications for artificial intelligence across most business operations, the contact center has emerged as the starting point for many organizations seeking to take advantage of the powerful technology.

Even before the launch of ChatGPT, 95% of customer service leaders surveyed by Boston Consulting Group were already expecting to increasingly rely on AI bots to handle support interactions. That has only accelerated with the recent advancements in Generative AI. AI-enabled support is becoming table-stakes for business. A majority of Americans now anticipate that AI will improve customer support, a sentiment that's familiar to Tom Eggemeier, CEO of Zendesk.

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