The Next Act: The AI-Enabled Contact Center
DMG Consulting
AUGUST 31, 2018
In 2005, 13 years ago, I published the book The Real-Time Contact Center. Looking 20 years into the future, DMG anticipates omni-channel, digital servicing environments where all “conversations” will be personalized, 80%+ of service will be proactive, analytics will deliver findings (answers, information, etc.) who interact with them.
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