It is that time of year again. Senior Analyst Amy Stapleton and I run down our predictions for Conversational AI and Generative AI in the the contact center (and enterprise-wide) in the coming year.

First Amy points to three factors shaping GenAI in the contact center:

Now, here are my “Big Five” predictions for AI in the enterprise in the coming year:

Fasten your seat belts. We’ll check with you next year to discuss how accurate we were and to provide our thoughts for 2025.

Categories: Intelligent Assistants