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AI In The Contact Center Readiness Assessment

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Artificial Intelligence (AI) is fast becoming one of the most transformative technologies of our time. Business leaders increasingly want to understand what the costs and benefits are of building a “cognitive contact center”. In this paper, Art Schoeller, VP and Principal Analyst for Forrester Research summarizes research commissioned by NICE inContact and discusses how AI could be infused into many new and existing contact center applications including chatbots, quality assurance, workforce management, and call routing.