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Top Contact Center Stories of 2017

Artificial Intelligence Groundswell

If you had to choose a subject that emerged as a unifying theme across the contact center market in 2017, you'd have to go with artificial intelligence (AI). Certainly, AI has been a topic of discussion before now. IBM, which first brought its Watson AI platform to attention when it played Jeopardy against human champions, announced the Watson API in 2013 to allow other software developers to use Watson AI. Similarly, Salesforce announced its Einstein AI platform in 2016.

In 2017, however, we saw a groundswell -- multiple contact center software vendors announcing, incorporating, trialing, and sometimes delivering chat bot, predictive routing, and other types of machine learning and natural language understanding (NLU). In the slides that follow we'll discuss some of these developments as well as other significant changes that occurred in the past 12 months.