“The Inner Circle Guide to AI, Chatbots & Machine Learning” is a contact centre and CX research report based on surveys with over 400 UK & US organisations and 1,000 customers from each country. 


Each Inner Circle Guide is available for the US and UK. 


To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

Despite a low current use of AI across industries (around 25% in the UK and US), there is widespread interest in implementing this solution, with over 40% of respondents definitely intending to implement AI.


There are numerous use cases for AI in contact centres, and these are growing all of the time. In order to structure this report, we have chosen four wide areas in which AI is actually helping customer contact now:

  1. Self-Service
  2. Assisted Service
  3. Interaction Analytics
  4. Robotic Process Automation and AI.


Report contents


  • AI: Definitions and Terminology
  • Current Use and Future Plans for AI
  • Use Cases for AI in the Contact Centre
    • Web Self-Service and Chatbots
    • IVR, Speech Recognition and Voicebots
    • Email Assistance and Automation
    • Digital Interaction Assistance
    • Voice Interaction Assistance
    • Sentiment Analysis
    • Predictive / Intelligent Routing
    • AI & Remote Working
  • Robotic Process Automation (RPA) & AI
  • Interaction Analytics
    • Discovery
    • Customer Journey Analytics
    • Identity Verification and Fraud Reduction
    • Workforce Optimisation
    • Real-Time Analytics
    • Improving Routing and Outcomes
  • AI and CX Metrics
  • Implementing and Using AI
  • AI & ROI
  • Initial Actions and Ongoing Effort in an AI Project
  • Knowledge Management
  • Agent Replacement or Augmentation?
  • Customer Opinions of AI
  • Making AI a success and avoiding pitfalls
  • The View from CX Decision-Makers
  • The Future Role of AI in the Contact Centre


To download “The Inner Circle Guide to AI, Chatbots & Machine Learning”, as well as many other research reports, please complete the registration form below.


After this, you will have access to all of ContactBabel’s free end-user research and analysis.


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