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AI In The Contact Center Readiness Assessment


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 CXone and discusses how AI could be infused into many new and existing contact center applications including chatbots, quality assurance, workforce management, and call routing. 

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Cheat Sheet for Building the Best Chatbot

The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. This makes them the perfect candidates for tasks with a predictable and well-defined conversation flow. We’ve created a little cheat sheet with an essential checklist for you, so you don’t have to wonder where to start. Take a look, and happy building!


If you’re looking for a way to begin leveraging AI technologies in your contact center, look no more.  Watch our webinar, Effortless AI for Contact Centers: Guidelines and Framework for IT, and you’ll get an IT framework and guidelines for AI implementation you can begin using right now.  We’ll help you start your contact center’s AI journey, exploring critical areas that include everything from executing pilots to identifying use cases to evaluating AI technology, measuring success—and more.

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Interaction Analytics

Learn how to drive business optimization in the contact center using interaction analytics.