Aberdeen’s research has shown that savvy businesses are proactively preparing for future contact center activities by utilizing AI capabilities. But more specifically, AI behavioral analytics – sometimes referred to as conversational analytics – helps these businesses to automatically find and surface contextual insights in real-time to empower agents to self-improve on their own soft skills and coaching sessions. By using AI to monitor each interaction individually, agents can evolve their effectiveness in addressing customer needs while firms can ensure that they continuously align agent skills with evolving buyer needs.

Download this white paper to learn more about the latest research results from Aberdeen’s June 2020 survey, and get a better understanding of why the way of the future is to embrace AI capabilities across the organization.