2024-2025 Contact Center Business Leader’s Guide to Generative AI: AI Agent Management Platform Resources and Planning

Generative AI (genAI) is ushering in a new era of customer service by transforming how businesses connect with their customers. The leading brands in this era will provide a personal AI agent for every customer. If a business has millions of customers, it should be ready to have millions of unique conversations.

This calls for a new category of software that enables global enterprises to design, manage, and scale AI agents to meet new consumer expectations in the genAI era – an AI Agent Management Platform.

With such a transformative leap in customer experience, contact center leadership must be prepared for changes in budget, operation, and skill requirements. This guide will help contact center leaders navigate the new requirements of the generative AI era of customer service, ensuring enterprises can effectively adopt these advancements to drive efficiencies and deliver superior customer experiences.