AI in the contact center: 4 things you need before you launch

So, you’re convinced AI is the next frontier for your contact center. Exciting times! But before embarking on your AI journey, there are a few things you’ll need to have in place to prevent getting too ahead of yourself.

1. Supporting infrastructure

This is a big one. Without solid processes, defined roles and responsibilities, and a reliable data infrastructure, your AI program isn’t going anywhere. AI is only as good as the data you put in, and needs someone to be at the helm in order to drive success. Similarly, if your processes are in need of some attention, or not yet documented, tackle these first. AI needs good foundations to be a success – now is a great time to assess how you can improve with AI, rather than doing things the way they’ve always been done.

2. Thorough reporting

Robust reporting is essential. Not only to have a good idea of where your existing strengths and weaknesses are, but also to be able to sufficiently benchmark all your KPIs against where you are now. That way, a few months after implementing AI, you’ll be able to see the impact clearly and gain stronger buy-in for expansion.

3. An understanding of your tech maturity

Understanding where you are on the maturity curve is an ideal starting point to nail down exactly what AI can help you do in your contact center.


You have a need for more insights, and some quick-win manual processes that would benefit from being streamlined with AI and automation.


You’re familiar with using tech stacks and some automation to dive into data and enhance CX, but want totest AI and demonstrate improvement before investing more.


You are already using automation and AI and have seen success. Now, you’re ready to try more sophisticated technologies, like generative AI.

Where you sit on this scale will influence what sort of AI you might be looking to implement with this guide. Make sure the level of AI you’re looking at fits your organization’s goals and maturity. This is not the time to run before you can walk.

4. Know your ‘Why?’

Finally, you need to have a clear idea of why you’re pursuing AI and what you believe it could do for your contact center. Trends and bandwagons are all well and good, but not when it comes to strategic decisions about contact center investment. When asked why you want to implement AI, your answer needs to be more considered than ‘Everyone else is doing it’.

It could be that you want to free up your people from menial work so they can spend more time on high-value tasks. Perhaps you want to ensure compliance, and find those high-risk conversations. With AI, the world is your oyster, so you need to narrow it down.

Want more guidance on implementing AI in the contact center?

This article is an excerpt from our latest guide AI onboarding made easy. It’s a comprehensive, step-by-step approach designed for contact center leaders who are keen to use AI but need guidance on how to form the foundations of their AI program and roll out. Download your free copy below.


AI onboarding made easy: a guide for your contact center

Ready to kick-start your AI program in earnest? By the end of this guide, you’ll have a clear vision and solid strategy on which to base your AI roll out – download your copy now.

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