Oana Cheta

Apr 25, 2024 | mckinsey.com | Eric Buesing |Vinay Gupta |Paul Kline |Oana Cheta

April 26, 2024 | McKinsey DirectThe contact center emerged as an early use case for generative AI—with varied success. Organizations can learn from early adopters and think about their adoption strategies across three horizons. Generative AI (gen AI) arrived in the contact center in a big way in 2023—and with it came the potential for transformational improvements in agent efficiency and effectiveness, reduced operational costs, and improved customer experience.