-
70%+: The share of routine customer contacts that generative AI can take off agents’ plates.
-
45–50%: Agent staffing is the largest cost in a contact center, nearly half of the total build cost.
-
86%: The share of B2B customers (and 71% of B2C customers) who expect support to fully understand their situation.
What’s inside
Generative AI is moving customer service from reacting to questions to anticipating them. The next-generation contact center is an intelligent agent that understands needs and acts proactively. It also has to balance personalization with data compliance under regulations such as GDPR and PIPL.
This whitepaper will help you answer
-
Trends and opportunities. Five trends shaping customer service, and how generative AI is transforming self-service bots, agent assistance, and contact center operations.
-
Inside the next-generation contact center. The full contact center architecture and a breakdown of build costs. It also compares Amazon Connect, Zendesk, Genesys, Salesforce, and Dynamics, and explains how to choose between SaaS and custom integration.
-
Bricom’s solutions. Five solutions covering consulting, SaaS, custom builds, AI Agents, and smart outbound calling.
-
Customer success stories. How Midea, miHoYo, DiDi, Great Wall Motor, Wondershare, and Speediance transformed their customer service.