ImageIGT Solutions Logo

Beyond the Horizon: AI-Powered Contact Centers of the Future

A webinar on the next-generation contact centers, where Artificial Intelligence takes a center stage, and the impact it will have on customers and frontline support agents.


During the webinar, our esteemed panelists delved into the transformative impact of AI in contact centers, particularly with the introduction of Generative AI. Nonetheless, they stressed that regardless of the technological advancements, the ultimate objective remains consistent – delivering superior customer experiences (CX).

Key Takeaways

  • Utilizing AI to enhance CX aims to streamline processes for both consumers and agents, as positive agent experiences invariably translate to positive customer experiences.
  • Jo articulated the concept of adopting a Digital-First CX approach, which involves empowering customers to resolve issues independently through technology while ensuring swift access to human expertise for complex or sensitive matters.
  • Both panelists emphasized that AI and Generative AI should not be perceived as replacements for agents; rather, they serve to empower agents, emphasizing the importance of human involvement to ensure seamless CX.
  • A crucial point raised was the need to align new technologies, including Gen AI, with enhancing customer experiences rather than solely focusing on productivity.
  • AI, particularly Large Language Models (LLM), can significantly impact areas such as Quality Assurance, Knowledge Management, and Agent Assistance, leading to increased productivity. However, the effectiveness of these technologies relies on a reliable foundation of information.
  • AI enables agents to become knowledge retrievers rather than relying on memorization, thus enhancing their efficiency.
  • LLMs play a pivotal role in transforming unstructured customer service data into actionable insights, thereby improving both products and customer experiences.
  • Integrating AI and LLM into contact centers require careful consideration of customer challenges and internal use cases, along with ensuring buy-in from internal stakeholders before implementation.
  • When implementing AI-powered solutions, valuing expert input, establishing a reliable foundation, and looking beyond vanity metrics are essential aspects.
  • A feedback loop is essential, where human expertise contributes to refining AI technologies, leading to improved service excellence. This reinforces the idea that AI does not replace humans but rather enhances their capabilities.



Senior Vice President,
Americas, IGT Solutions


Head of CX, Hopper



Divisional Director, Principal Analyst, CCW Digital