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Artificial Intelligence in the Contact Center

Customer Experience Accelerator Boot Camp course tagline
Course Description

Transform your organization’s customer experience at all levels by improving your team’s knowledge surrounding artificial intelligence (AI) and automation!

In recent years, leading companies have created or accelerated their strategies to gain efficiency and effectiveness in their contact centers using AI and automation. In this course, you will learn about the core concepts of AI and automation, how to align it with your customer experience strategy and service level commitments, how to build a case for funding, how to design the right architecture, and how to deliver measurable results that transform your organization.

You will leave this workshop with a refreshed sense of what the contact center of tomorrow will look like, including best practices, real examples, and a structured plan for moving your strategies forward. Whether you have a mature roadmap or you’re just getting started, this course is for you.

Course Outline

Module 1: AI In Modern Contact Centers

  • History & Future State AI Projections to 2030
  • Crafting an AI Vision & Strategy
  • 5 Steps to AI Implementation Success

Module 2: Designing Your Ecosystem

  • Data Science & Principles
  • Identifying Pain Points & Journey Mapping
  • Assessing Costs vs Benefits & Building a Roadmap

Module 3: Developing a Minimum Viable Product to Scale

  • Best in Class Examples of Successful MVP’s
  • Building the Right Project Team(s) for AI Efforts
  • Change Management & New KPI’s to Consider

Module 4: Optimizing & Refining AI Models & Practices

  • Ongoing Innovation Tips
  • Rallying Your Organization Around AI
  • Evaluating Impacts, Success & AI Ethics

Who Should Attend
  • Managers
  • Directors
  • Workforce management leads and/or managers
  • IT and operational strategists
  • Transformation project teams or team members

What You Will Learn
  • Assessing your current data structure & AI maturity
  • Implementing a 5-stage AI strategy framework
  • Leveraging the right use cases, technologies & critical thinking skills to improve performance
  • Understanding the importance of governance, change management & hiring for an AI future
  • Best practices to avoid the common pitfalls of an AI transformation in the contact center

Get Started


List Price: Varies 

Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.


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Private Group Training

Private training just for your team.
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Virtual Classroom

Live, online instructor-led training.
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August 15-16, 2024
9:30 am-5:30 pm ET


November 4-5, 2024
9:30 am-5:30 pm ET


December 12-13, 2024
9:30 am-5:30 pm ET