Artificial intelligence (AI) is reshaping the way contact centers work. AI is becoming a necessity to compete effectively by providing faster, more accurate customer service as evidence of its worth rises.

CX experts recognize the value of AI, but organizations continue to struggle to implement and embrace the technology in meaningful ways. Only 14% of firms consider themselves “transformational” in using AI to undertake heavy lifting for the business.

Download this report to examine the evolving perceptions of AI and its maturity in the CX space. Also learn about the major motivations and expectations, as well as 4 important predictions for how AI will shape the contact center through 2025.