Building a Conversationally Intelligent and Automated Contact Center of the Future

23 Apr 2021
by Shirley Hung, Sharang Sharma, Aishwarya Barjatya

Following the global COVID-19 crisis, enterprises are significantly accelerating their digital Customer Experience (CX) capabilities, not only to ensure continuity in support services, but also to be better prepared for future disruptions. There is no single path toward digital enablement, but all CX transformation efforts have automation as a key component across front- and back-office processes. Robotic Process Automation (RPA) has taken over repetitive and transactional back-office tasks, but front-office tasks involve more complex processes requiring human involvement and judgment. Advanced intelligent conversation automation solutions, leveraging Machine Learning (ML) and Artificial Intelligence (AI), are required to work together to take on these processes and enhance customer experience.


All industries and geographies


In this study, we present:

  • The scope of intelligent conversation automation in contact centers
  • The key enablers of intelligent conversation automation in contact centers
  • Potential benefits for companies by adopting an intelligent conversation automation strategy in contact centers
  • Components of an intelligent conversation automation strategy, and the key technology and organizational considerations
  • The necessary steps to building an effective intelligent conversation automation ecosystem in contact centers
  • An assessment of enterprise readiness to pursue an intelligent conversation automation strategy


Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Service Optimization Technologies (SOT)

Sourcing and Vendor Management


Page Count: 14