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Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines. And if you use a Nest thermostat, unlock your phone with facial recognition, or have ever said, "Alexa, turn off the lights," you're using artificial intelligence in your everyday life.

“Most firms are not very good at listening to customers. It’s not for lack of trying, though -- the tools they’re using and what they’re trying to measure may just not be up to the task.”

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center. You’ll hear lots of great insights, and you’ll get some additional resources to help get your contact center started with AI.

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks. Whether you’re just embarking on your gamification journey, or trying to take your program to the next level, this eBook will help you build a sustainable gamification program that motivates all your employees - from your top performers to your brand new agents!

We are proud to be the first RPA player to formalize a Robo-Ethical framework, with 5 key principles, guiding the responsible and ethical practice of building and deploying process bots.

Read more about CXone Personal Connection, the proactive engagement solution that is part of the CXone platform, which ensures your outbound calls are ready for STIR/SHAKEN, generates more revenue, improves the customer, and agent experience, and increases customer connections.

Customer sentiment analysis is one of many AI-powered solutions that's transforming the way contact centers operate. Download Solving for the Human Side of AI in the Contact Center to find out how best-in-class contact centers are leveraging artificial intelligence to produce meaningful business results.