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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

Click on session titles for full session descriptions. All times noted are in EST.

Session 403: AI Promise vs. Reality in Contact Centers


Christa Heibel  (President and Founder, CH Consulting Group)

Date: Wednesday, May 15

Time: 3:15 pm - 4:00 pm

Session Type: Session

Vault Recording: TBD

In the realm of contact centers, where Artificial Intelligence (AI) holds significant transformative potential, the success of AI initiatives hinges on the strength of existing foundations. Christa's presentation, titled "AI Promise vs. Reality in Contact Centers," explores this pivotal aspect, contrasting the lofty expectations of AI with the practical outcomes, highlighting the need for a robust foundational base.

The envisioned future promised by AI entails swift resolution of customer queries, minimal wait times, and human agents focusing on complex tasks while AI efficiently manages routine interactions. However, in reality, many contact centers struggle to achieve the anticipated efficiency gains post-AI implementation. A significant number of projects fall short of expectations, and many never progress beyond the planning stage due to a lack of solid foundational elements essential for AI success.

Dissecting the core reasons behind this disparity, the presentation underscores the critical importance of strong foundational practices: realistic expectations, high-quality data, seamless integration with existing systems, and comprehensive training for human agents. Each element serves as a cornerstone for building a resilient structure conducive to AI's success. Neglecting these foundational aspects leads to diminished returns, reduced customer satisfaction, and lower employee morale, highlighting the imperative need for robust groundwork before embarking on the AI journey. This presentation serves not only as an analysis but also as a roadmap for successful AI integration in contact centers. It emphasizes the importance of establishing a sturdy foundation before building the AI superstructure, guiding attendees through the intricate yet rewarding path of AI adoption in contact centers, where AI's promise can only be realized on the bedrock of solid, well-established practices.


Five Key Takeaways for Attendees:
1. Foundation is Key: The success of AI in contact centers is contingent on the strength of the existing operational and technological foundations. Without robust infrastructure, quality data, and well-established processes, AI initiatives are likely to falter.

2. Realistic Expectations: It's crucial to approach AI with realistic expectations. AI is not a panacea for all operational challenges but a tool that, when used correctly, can significantly enhance efficiency and customer satisfaction.

3.Quality of Data Matters: AI systems are only as good as the data they are fed. Prioritizing the collection, cleansing, and structuring of high-quality data is essential for the effective functioning of AI solutions in contact centers.

4. Integration and Adaptation: Successful AI implementation requires seamless integration with existing legacy systems and adaptation by human agents. The synergy between AI tools and human expertise is vital for delivering optimal results.

5. Continuous Learning and Improvement: AI in contact centers is an ongoing journey, not a one-time implementation. It demands continuous learning, adaptation, and improvement based on feedback and changing business needs. This approach ensures that AI remains a relevant and powerful asset in the dynamic environment of contact centers.