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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Solution Spotlight: 3 Things to Consider Before Implementing AI in the Contact Center

Jessica Smith  (Head of CCaaS Product Marketing, 8x8)

Tricia Morris  (Content Marketing, 8x8)

Date: Wednesday, May 17

Time: 3:45 pm - 4:15 pm

Session Type: Sponsored Session

Vault Recording: TBD


AI has been a hot topic around customer experience in recent years but has recently seen quite an uptick as Generative AI and Large Language Models (specifically ChatGPT) have taken the market by storm. Conversational AI and Generative AI seemingly provide an array of endless possibilities, which is empowering, yet extremely overwhelming.

When it comes to customer experience, leaders are often overwhelmed by the many possibilities and ultimately the questions the business faces as they consider AI adoption: How exactly do I incorporate AI? What does this mean for my customers' (and agents') experience?

Technology continues to rapidly change customer expectations and demands, yet we’re often asking ourselves the wrong questions as customer experience leaders. Instead of “what can this technology do,” we should ask “what do my customers actually need”?

It’s time to take a step back to consider the wants, needs, and experiences of your customers before blindly throwing AI at a problem.

Join 8x8 CX experts, Jessica Smith and Trica Morris to learn key tips to consider before implementing AI.