Customer Experience AI: Why It's Here to Stay

GenAI could contribute up to $23 trillion annually to the global economy, reshaping industries and workflows. Gartner^® predicts that by 2028, 33% of enterprise software applications will include Agentic AI up from less than 1% in 2024 enabling 15% of day-to-day work decisions to be made autonomously.

If you haven’t started thinking about how to implement AI in your organization, you risk falling behind competitors and potentially having some tough conversations with your executive team and board. Nowhere is this more critical than in the contact center, where AI is rapidly becoming a foundational technology. Gartner forecasts that Agentic AI will resolve 80% of common customer service issues without human intervention by 2029.

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