AI’s impact on enterprise communications and collaboration is being felt first in the contact center. That’s not surprising; contact centers are generally where cutting-edge technology makes (or fails to make) its business case. But the picture is just beginning to come into focus when it comes to which contact center functions AI will impact the most.
I had a chance to moderate a conversation on this topic this week, when contact center analyst/guru Sheila McGee-Smith of McGee-Smith Analytics led an Enterprise Connect webinar featuring Noam Fine, senior director, applications engineering, and Jonathan Kershaw, director, product management, both at Vonage. Here are a few somewhat random observations that helped me get a better picture of what AI can do for contact centers in the near term: