Vendors
日本語
search
  2. //
  3. Reports & insights
  4. //
  5. Calling All AI: Automating the Contact Center Environment

Calling All AI: Automating the Contact Center Environment

Create a vendor selection project
Click to express your interest in this report
Indication of coverage against your requirements
A subscription is required to activate this feature. Contact us for more info.
Celent have reviewed this profile and believe it to be accurate.
We are waiting for the vendor to publish their solution profile. Contact us or request the RFX.
Projects allow you to export Registered Vendor details and survey responses for analysis outside of Marsh CND. Please refer to the Marsh CND User Guide for detailed instructions.
Download Registered Vendor Survey responses as PDF
Contact vendor directly with specific questions (ie. pricing, capacity, etc)
4 March 2020
Awaad Aamir

Key research questions

  • How will Contact Center AI fundamentally alter agent/advisor workflow?
  • Should wealth management firms trust Virtual Agents to autonomously handle investor inquiries?
  • Does Contact Center AI have application for clients across all levels of wealth?

Abstract

Advances in predictive analytics and Natural Language Processing have allowed Financial Institutions (FIs) to automate significant portions of the client’s interaction lifecycle in contact center environments, enabling improvements in average handle times and the overall client experience. A number of AI-based technologies are involved in this process; this report provides an overview of major Contact Center AI (CCAI) technologies and how they contribute toward the client experience, through self-service migration, real time monitoring, and by providing operational support for the contact center workforce.

Wealth management firms are contemplating the dilemma of automating the contact center environment over potential compromises in service quality. This report takes a look at this unique challenge, where clients of higher levels of wealth may not be as comfortable with Virtual Agents as mass market. This report also discusses whether these AI-based technologies are ripe for deployment toward a more sophisticated and demanding client base.

Client Access