市場調查報告書
商品編碼
974185

客服中心的人工智慧 (AI)的有效利用案例:商務上的價值

The Business Value of AI Use Cases in the Contact Center

出版日期: | 出版商: IDC | 英文 12 Pages | 訂單完成後即時交付

價格
  • 全貌
  • 簡介
  • 目錄
簡介

客服中心的人工智慧 (AI)的有效利用案例有4種領域,任何領域以各方法為企業經營帶來好處。想進入客服中心市場的AI供應商依據這個趨勢,需要明確說明自家公司的產品/服務帶來的優點。

本報告提供引進、活用人工智慧 (AI) 的客服中心的主要利用案例相關分析,各種有效利用案例的4種領域整理,各領域的特徵和具體的成果 (效率改善、收益擴大等),產業相關人員今後需解決課題等資訊彙整,為您概述為以下內容。

執行概述

市場新發展和動態

  • 客服中心的人工智慧 (AI):4種主要的有效利用案例、領域
  • 有效利用案例:代理商助手
  • 有效利用案例:虛擬代理商
  • 有效利用案例:高度分析 (分析)
  • 有效利用案例:路由與分配

對技術供應商的建議

參考資料

  • 相關調查
  • 摘要
目錄
Product Code: EUR147014620

This IDC Market Perspective examines four key AI use case areas that together are creating the AI-powered contact center. It details the value impact of the main applications that fit into each use case and identifies the AI technology tools and systems require to power them. AI technologies create capabilities that could potentially automate many contact center processes, shifting tasks that would previously be done by humans to software while creating new value propositions for software vendors."There are four main use cases for AI in the contact center," said Jack Vernon, senior research analyst, IDC. "Each use case drives business value for contact center owners in distinct ways. AI vendors that want to play in the contact center must be able to explain the value they add in clear business terms."

Executive Snapshot

New Market Developments and Dynamics

  • Four Key AI Use Case Areas in Contact Centers
  • Use Case: Agent Assistant
  • Use Case: Virtual Agents
  • Use Case: Advanced Analytics
  • Use Case: Routing and Assignment

Advice for Technology Suppliers

Learn More

  • Related Research
  • Synopsis