Sprinklr：2024年人工智能在重新定义联络中心效率中的作用报告（英文版）

Before assessing where AI can impact contact center efficiency, it is imperative to define efficiency within the contact center. What aspects of the operation are contact center leaders hoping to streamline? How will they measure their success? For today’s leaders, no efficiency priority matters more than optimizing self-service. A substantial 89% call “improving self-service utilization and/or containment” a key priority for 2023-24. Other top priorities include reducing handle time or time