Insights on the 2023 Gartner® Hype Cycle™: Everyday AI Transforming Contact Centers

Robert Cowlishaw
Robert Cowlishaw
Head of Product Marketing
Insights on the 2023 Gartner® Hype Cycle™: Everyday AI Transforming Contact Centers
Coaching all employees effectively is necessary to impact the bottom line—and AI is poised to uplift every worker in the contact center.

The age of AI in the contact center is here. In 2023, understanding the Gartner® Hype Cycle™ and the role of Everyday AI is crucial. This knowledge helps to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue in your contact center

The Gartner® Hype Cycle™ provides a graphic representation of the maturity and adoption of technologies and applications, and how they are potentially relevant to solving real business problems and exploiting new opportunities.  

In the 2023 Gartner® Hype Cycle™ , the focus on Everyday AI in contact centers is more important than ever.

As a Sample Vendor in the 2023 Gartner® Hype Cycle™ for Digital Workplace Applications, AmplifAI was named to be one such technology vendor that is quoted as "transformational" in boosting organizational wide performance, and business outcomes through an empowered, AI-enabled workforce.

In this article, we’ll provide our takeaways from the 2023 Gartner® Hype Cycle™ for Digital Workplace Applications, offer enriched guidance on ‘Everyday AI’, and share how best-in-class applications fuel a digital innovation strategy that drives contact center performance.

Insights You Can’t Miss: Download the 2023 Gartner® Hype Cycle™ for Digital Workplace Applications  

Gartner® Hype Cycle™ for Digital Workplace Applications: Why does it matter?

Guiding Contact Center AI Investments

Understanding the Gartner® Hype Cycle™ for Digital Workplace Applications is crucial for contact centers. It offers a strategic roadmap for effectively adopting Everyday AI and other emerging technologies. These insights are key to making informed decisions about AI implementations that can significantly impact performance metrics and budget efficiency.

Performance management is more relevant today than ever as organizations are under increased pressure to improve business outcomes with tighter budgets and higher goals across revenue, retention, and efficiency.

Hybrid work has led to a newfound focus on the digital employee experience, and the looming impact of generative AI has intensified the focus on employee engagement strategies that not only boost productivity but also help retain and empower workers with greater job satisfaction.

Training and coaching all employees effectively is necessary to impact the bottom line—and AI is poised to uplift and empower every worker in the contact center.

2023 Gartner® Hype Cycle™ Insights: What You Should Know

The Gartner® Hype Cycle™ for Digital Workplace Applications can be divided into four categories essential to the digital employee experience:

  • Collaborative workflow automation (CWA), which helps employees manage non-routine collaboration for more streamlined, efficient work:
  • Workforce digital dexterity dynamics, which refers to simplified business intelligence tools that help non-technical business users understand data better;
  • Digital workplace disciplines, which are innovations that emerged during the COVID-19 pandemic for hybrid work optimization and digital well-being, and finally;
  • Everyday AI, which refers to snippets of AI services that help workers improve productivity, deliver higher-quality work and save time. Everyday AI supports a new way of working where intelligent software is acting as more of a collaborator than a tool.  

Learn how to apply Everyday AI to your business context

Everyday AI in Your Contact Center: AmplifAI's Transformative Role

Everyday AI represents the opportunity to fulfill the promise of speed, productivity, and a new era of workers who are empowered to be their best selves by eliminating tedious, manual work. Everyday AI is bursting with opportunity in the contact center, where operational efficiency is key to driving optimal results for clients and their end-customers alike. Let's now take a closer look the 2023 Gartner® Hype Cycle™, and AmplifAI's innovative role as an Everyday AI sample vendor.

AmplifAI's AI-driven performance enablement platform is helping companies succeed in the competitive contact center industry. As a leader in AI-driven performance enablement, AmplifAI empowers call center leaders to deliver better results by driving actions that replicate high performing employees, and thus improving productivity for agents and leaders.

Here are three ways that AmplifAI’s world-class performance management platform fuels a digital employee experience that retains and enhances workers in the contact center.

AI Trained On All Your Contact Center Data

There’s a notion that AI on its own can solve all problems—but this starts and ends with the data on which AI is trained.

Integration-driven AI platforms provide exceptional value through actionable insights that shed light on the entire business, rather than just one piece of the customer journey. AmplifAI integrates all of your data sources, from cloud CRM platforms, to in-house QA tools, to the ever present Excel file – all synthesized into a singular, holistic repository.

Just as your contact center is committed to delivering value across channels for end-customers, it’s necessary that your AI does the same for every layer of your workforce.

Otherwise, you’re only capturing a small piece of the CX puzzle, which will lead to incomplete results and employee performance initiatives that don’t take into account the full picture.

AI Trained On All Your Contact Center Data

The Daily Influence and Impact of AI-Enabled Leaders

Team leaders, despite being critical members of the contact center, are frequently under-invested in and overwhelmed. Tasked with overseeing roughly 15 to 20 customer-facing agents, their potential daily impact on success is immense. Yet, a disproportionate amount of their time is diverted to data compilation, interpretation, and planning.

This not only represents a poor allocation of resources but also results in varied and inconsistent action plans across teams.

AmplifAI's AI Daily Gameplan extends Everyday AI to every leader and frontline associate. The platform automates the data-interpretation process and provides a unified, consistent action plan for team enablement and engagement. Every day, leaders are equipped with a prioritized list of coaching, recognition, and follow up actions tailored to their team's needs and aligned with leadership's strategic goals.

This application of Everyday AI yielded a 78% savings in time spent on data-related tasks, a whopping 5X growth in coaching, and  a 26% improvement in agent goal attainment.

AI Enabled Team Leaders In Your Contact Center

AI-Driven Proactive Recognition and Gamification to Boost Contact Center Performance

Recognizing employees is a critical part of modern employee engagement strategies, especially in the contact center. Gamification, a key component highlighted in the Gartner® Hype Cycle™ for Digital Workplace Applications, isn’t new, but its integration into performance improvement, backed by data, signifies a major shift.

This is where AmplifAI’s AI-driven engagement actions elevate performance enablement, aligning with the principles of Everyday AI.

By providing data-backed, recommendations for recognizing associate achievements, whether it’s hitting a target or rising on the leaderboard, AmplifAI demonstrates the real-time impact of AI in enhancing employee motivation and satisfaction in contact centers.

It’s not just about occasional performance evaluation and feedback; it's about consistently offering the right recognition and support, precisely tailored to team members' behavior type, and unique needs.

AmplifAI’s suite of Everyday AI offerings enables continuous engagement and development, in line with the insights from the Gartner® Hype Cycle™.

Conclusion

The era of Everyday AI in the contact center has truly arrived. Making the right choices amidst the abundance of AI-powered solutions is crucial for enhancing productivity, efficiency, and revenue. The Gartner® Hype Cycle™ is an indispensable tool for informed decision-making as you drive digital transformation within your own organization.

As we navigate this exciting AI-powered landscape, remember that the path to success lies in informed choices and a commitment to an empowered digital workforce.

Download the Gartner Hype Cycle Report to get more hands-on use cases, recommendations, and insights to drive your digital transformation.

Gartner® Hype Cycle™ for Digital Workplace Applications, 2023, Matt Cain, Lane Severson, 2 August 2023 Gartner is a registered trademark and service mark and Hype Cycle is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Benefit
Result
💯
Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
👥
Winning additional client headcount
30% improvement in sales conversion
💪
Retaining talented people
8-point reduction in turnover
💰
Improving financial performance
10% increase in utilization

Summary

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

Unlock the potential of your employees and skyrocket your ROI with cutting-edge coaching.

call center coaching cta@0.5x

Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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Robert Cowlishaw

Robert Cowlishaw

Head of Product Marketing
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