While it is increasingly clear that the contact center of the future is likely to be an AI-led environment, the pace at which companies will arrive at this future state is far less certain. Today’s leaders are faced with the difficult choice of just how far to go with their automation plans to retain the right balance between humans and AI as they build toward this AI future. There is a lot of noise for CEOs and COOs to sift through as they decide where to invest. Previous technology waves, however, show that the adoption of new tools can sometimes trip up the implementation, resulting in slower-than-expected adoption. Hurdles in connecting systems and data, and change management issues—as well as human resistance—would first need to be surmounted for such predictions to become reality.
