Organizations face intense pressure to adapt their workforce to meet new strategic and operational talent needs.
The age of AI in the contact center is here. 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 Gartner® Hype Cycle™, the focus on Everyday AI in contact centers is more important than ever.
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.
AmplifAI has been recognized in multiple Gartner® Hype Cycle™ reports, showcasing our continued innovation and transformative impact on the contact center industry:
- Gartner® Hype Cycle™ for the Future of Work, 2024
- Gartner® Hype Cycle™ for Digital Workplace Applications, 2024
- Gartner® Hype Cycle™ for Workforce Transformation, 2024
- Gartner® Hype Cycle™ for Midsize Enterprises, 2024
- Gartner® Hype Cycle™ for Hybrid Work, 2023
- Gartner® Hype Cycle™ for Digital Workplace Applications, 2023
- Gartner® Hype Cycle™ for Workforce Transformation, 2023
In this article, we’ll provide our takeaways from the Gartner® Hype Cycle™ for Workforce Transformation, offer enriched guidance on ‘Everyday AI’, and share how best-in-class applications fuel a digital innovation strategy that drives contact center performance.
Gartner® Hype Cycle™ for Workforce Transformation: Why does it matter?
Guiding Contact Center AI Investments
The Gartner® Hype Cycle™ for Workforce Transformation 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.
Workforce transformation has led to a newfound focus on the digital employee experience (EX), 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.
Gartner® Hype Cycle™ Insights: What You Should Know
The Gartner® Hype Cycle™ for Workforce Transformation highlights several key categories essential to transforming the workforce:
- AI-enabled skills management, which helps organizations understand and optimize their workforce skills
- Generative AI-enabled applications, which boost call center productivity and assist in task completion
- Augmented connected workforce, which enhances worker capabilities with just-in-time knowledge
- 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 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.
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-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 of workforce transformation, 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 important for enhancing productivity, efficiency, and revenue.
The Gartner® Hype Cycle™ is an indispensable tool for informed decision-making as you drive workforce 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.
Gartner® Hype Cycle™ for Workforce Transformation, 2024,Tori Paulman, Caitlin Duffy, 12 July 2024 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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