4 Ways Your Contact Center Can Get Started With Generative AI

By Ryan Nichols, Senior VP, General Manager of Contact Center for Salesforce Service Cloud

The hottest topic in service today is generative AI, especially in the contact center. 84% of IT leaders we surveyed in a recent study say generative AI will help their organization better serve customers, and every day I speak with service leaders who are excited about the potential for generative contact center AI.

Yet, only 24% are actually using any form of contact center AI. What’s in the way? 66% say that their employees don’t have the right skills to successfully put generative AI to use. So let’s look at the four ways you can use contact center AI, along with example use cases and tips that will help you get started.