The State of AI in Customer Support

    New Perspectives on Disruption and Transformation

    ThinkOwl’s 2020 report on the State of AI in Contact Centers explores the trends driving adoption of AI, key challenges, and opportunities.



    Given that contact centers are becoming the primary interface that customers have with a business, their role in shaping the customer experience cannot be ignored. As customers’ expectations from brands evolve, delivering a smooth, unintrusive omnichannel experience is critical to retaining customers as we head back on the path to economic recovery.


    The paper also examines the impact of COVID-19 on the industry as a whole – remote contact centers, technological requirements, and key changes in the customer journey. 

    Read the whitepaper to learn:

    • The evolution of the modern customer support function
    • How to deliver a superior customer experience through an extended health crisis
    • Value maximization with AI
    • Succeeding with AI in customer support
    • Bridging the gap between human and artificial intelligence
    • Case study


    Download for free!