As part of our coverage of the year that was, 2023 edition, we asked Mila D’Antonio of Omdia to provide her thoughts on a few trends that emerged through a year of weekly No Jitter Roll coverage.
One of the major trends was, of course, generative AI and its incorporation into the contact center. NJ also noticed an ongoing discussion around the idea of potentially bringing a customer into direct communication with a company’s internal knowledge worker who can more effectively address that customer’s issue. NJ wondered if that was a trend with staying power or if it might fizzle.
