對話式人工智能現在是客戶體驗的核心

本報告提供對話式 AI 的研究和分析，提供有關聯絡中心對話式 AI 的現狀、行業創新以及解決方案提供商通過使用 CAI 技術的增長機會的信息。

內容

Contact Center Conversational AI 背景

• 對話式 AI 背景
• 尚未決定，但很有前途的是生成式 AI

戰略要務

• 為什麼越來越難成長？
• 戰略要務 8 (TM)
• 三大戰略要務對對話式 AI 的影響
• 增長機會推動增長管道引擎 (TM)

成長環境

• CAI 領域從 IVR 到 IVA 的演變
• 傳統聯絡中心的交互式解決方案與交互式 AI 解決方案
• CAI 架構概述
• 基於語音的人機交互在對話式 AI 生態系統中保持著獨特的價值主張

主要行業趨勢

• 重要的聯絡中心對話式 AI 趨勢
• 除了改善客戶體驗，公司還使用 CAI 來加強員工敬業度
• 多種 AI 技術的結合增強了 CAI 的能力
• Multibot Orchestration 平台幫助 CAI 實現統一的 CX
• 語音、文本和圖像數據形式的人機交互產生了對多模式 CAI 解決方案的需求
• CAI 幫助公司獲得更好的業務洞察力，同時改善客戶體驗和體驗

對話式人工智能市場情況

• 從簡單到復雜 - 從基本到智能
• 廣闊的 CAI 環境中的解決方案和支持平台
• 公司簡介 - 阿米莉亞
• 公司簡介 - Cognigy
• 公司簡介 - Five9
• 公司簡介 - Genesys
• 公司簡介 - NICE
• 公司簡介 - 奧米利亞
• 公司簡介 - Sprinklr
• 公司簡介 - Uniphore

增長機會分析

• 對話式 AI，可跨業務職能部門和垂直市場創建多個用例
• 增長動力
• 抑制增長的因素

未來展望

• 未來展望 - 沒有適用於企業的萬能 CAI 解決方案

成長機會

• 增長機會 1：低代碼或無代碼對話式 AI 解決方案
• 增長機會 2：增強智能服務的集成
• 增長機會 3：提高垂直市場中的業務敏捷性
• 圖表列表
• 免責聲明

Consumer Demand for Self service Options and Employee Need for More Engaged Experiences Drive Contact Centers' Technology Adoption

Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and customer self-service.

When people talk about the infusion of AI across the customer contact landscape, they reflect on the usage of numerous technologies under "the umbrella of AI." This set of technologies is diverse and encompasses several subsets. For example, AI can include the use of speech technologies, such as natural language understanding (NLU), natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), and speech-to-text (STT) processing.

Conversational AI (CAI) pulls from the above pieces but is more narrowly focused on providing a conversation between a human and its digital counterpart. With multiple names, including bot, chatbot, agent assist, virtual agent (VA), or intelligent virtual assistant (IVA), CAI provides self-service options for customers and assistance to employees across the front and back office, creating a hybrid digital/human workforce.

This insight details the state of conversational AI in the contact center as it is today, highlights industry innovations, and outlines growth opportunities that solution providers can attain by taking advantage of CAI technologies. It also provides a sampling of use cases and the competitive landscape for CAI.

Table of Contents

Contact Center Conversational AI Background

• Conversational AI Background
• Conversational AI Background (continued)
• The Jury is Still Out, but the Promise is There-Generative AI

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top 3 Strategic Imperatives on Conversational AI
• Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Environment

• Evolution of CAI Universe from Interactive Voice Response (IVR) to Intelligent Virtual Agents (IVAs)
• Traditional Contact Center Conversational Solutions versus Conversational AI Solutions
• CAI Architectural Overview
• CAI Architectural Overview (continued)
• Voice-based Human-to-machine Interactions Will Retain a Unique Value Proposition in the Conversational AI Ecosystem

Key Industry Trends

• Significant Contact Center Conversational AI Trends
• Besides Improving CX, Enterprises Leverage CAI to Enhance Employee Engagement
• Combining Multiple AI Technologies Boosts CAI Capabilities
• Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
• Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
• Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
• Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
• Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
• Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
• Multi-bot Orchestration Platforms Help CAI Deliver a Unified CX
• Multi-bot Orchestration Platforms Help CAI Deliver a Unified CX
• Human-to-machine Interactions in Voice, Text, and Image Data Formats Create the Need for Multimodal CAI Solutions
• CAI Assists Businesses in Gaining Better Business Insights while Improving CX and EX

Conversational AI Market Landscape

• From Simple to Complex - Basic to Intelligent
• Solutions and Enablement Platforms in the Broad CAI Landscape
• Solutions and Enablement Platforms in the Broad CAI Landscape (continued)
• Company Profile-Amelia
• Company Profile-Cognigy
• Company Profile-Five9
• Company Profile-Genesys
• Company Profile-NICE
• Company Profile-Omilia
• Company Profile-Sprinklr
• Company Profile-Uniphore

Growth Opportunity Analysis

• Conversational AI Creating Multiple Use Cases across Business Functions and Vertical Markets
• Growth Drivers
• Growth Restraints

Way Forward

• Way Forward-There is No One-size-fits-all CAI Solution for Enterprises

Growth Opportunity Universe

• Growth Opportunity 1: Low-code or No-code Conversational AI Solutions
• Growth Opportunity 1: Low-code or No-code Conversational AI Solutions (continued)
• Growth Opportunity 2: Integrating Augmented Intelligence Services
• Growth Opportunity 2: Integrating Augmented Intelligence Services (continued)
• Growth Opportunity 3: Greater Vertical Market Business Agility
• Growth Opportunity 3: Greater Vertical Market Business Agility (continued)
• List of Exhibits
• Legal Disclaimer