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In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within callcenters across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.
Gartner predicts that by 2027, 40% of generative AI solutions will be multimodal (text, image, audio and video) by 2027, up from 1% in 2023. In retail and hospitality, speech analytics drives customer engagement by uncovering insights from live feedback and recorded interactions.
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