Contact centers are struggling with AI adoption, with many initiatives failing to meet expectations due to a focus on individual use cases rather than building foundational AI infrastructure. A recent survey found that while a majority of AI initiatives were deemed successful, a significant portion faced delays, budget overruns, and ultimately did not deliver desired results. Experts advocate for an infrastructure-first approach, enabling flexible integration and iteration of AI capabilities, to better adapt to the rapid evolution of the technology and ensure scalable, consistent performance in customer experience. AI
IMPACT Advocates for an infrastructure-first approach to AI in contact centers, suggesting this will enable faster, more scalable, and adaptable deployments.
RANK_REASON Article discusses strategic approaches to AI adoption in contact centers, offering expert opinion rather than announcing a new product or research.
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