Article: Making ROI With AI
AI is having a positive impact on a wide range of KPIs, including customer satisfaction (CSAT), average handling time (AHT) and first contact resolution (FCR). However, the business case for AI goes beyond these traditional contact centre metrics.
A return on investment in artificial intelligence is primarily outcome-based. Depending on your desired outcome: process automation, optimisation or personalisation; AI can deliver a range of tangible benefits.