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Traditional contact centres often fail to meet the demands of modern organisations, resulting in long wait times, impersonal service, and inefficient resolutions, driving up labour costs for routine tasks like account updates, bookings or order tracking, whilst negatively impacting the customer experience.
With customer enquiries rising across channels, GenAI is quickly emerging as a game changing technology to both augment customer service engagement, whilst delivering a productivity boost for follow on tasks such as note taking, reporting and resource management.
In our new report ‘AI impact: Front Office Operations’, we explore the key trends that are driving the transformation of the contact centre and customer service roles, from the rapid rise of ‘agent assist’ solutions to the emergence of GenAI enhanced voice-based conversational platforms. We also analyse a selection of disruptive and innovative suppliers who are exploiting the latest in GenAI technologies to disrupt incumbents and transform existing delivery models for business process services.
The AI Impact report series from TechMarketView draws on in-depth interviews and proprietary analysis to provide insight into the disruption AI poses across different business domains. In our previous report, ‘AI Impact: Back Office Operations’, we explored how AI-led technologies and large language models (LLMs) are transforming tasks like claims analysis, invoice handling, legal document processing and recruitment screening.
The AI Impact: Front Office Operations report is available to all TechSectorViews subscribers. If you are not yet a subscriber, or are unsure if your company has a subscription, please contact Belinda Tewson to find out how you can access the research and much more.
Posted by: Simon Baxter at 09:14
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AI
AI agents