INSIGHTS REPORT
Innovation Insight
Generative AI Chatbot to Improve CX and Agent Productivity
Discover Gartner insights on transforming customer service with cutting-edge AI technology
Expectations for conversational AI are being redefined with the application of GenAI technology. Customer service and support leaders responsible for improving CX and agent productivity must understand how to leverage GenAI to increase the conversational AI platform value proposition.
Key findings:
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"Generative AI (GenAI) is redefining traditional conversational AI use cases and methods of adoption, requiring service and support leaders to evaluate conversational AI (CAI) initiatives in combination with enterprisewide GenAI initiatives.
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Vendors are investing in GenAI technology to enable and extend the applications of CAI across the enterprise in order to improve the value proposition of the CAI platform.
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Service and support leaders are being pressured by other leaders within the enterprise to adopt evolving GenAI technology, and are struggling to decide the best- fit approach to adopt conversational AI technology for chatbots and virtual assistants. "
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About Calabrio Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business. Gartner, Innovation Insight: Generative AI Chatbot to Improve CX and Agent Productivity, Uma Challa, 23 April 2024 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally
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