Contact centers need AI tools like virtual agents and voice and data analytics to become intelligent and remain competitive. Aragon has identified 4 vendors in AI for ICC that are making a difference in the market.

Identified vendors:

AmplifAI     
Revation Systems    
Observe.AI    
Zammo

Introduction

Last year introduced dramatic market transformations for the intelligent contact center (ICC) sector. This sector underwent rapid restructuring as the global pandemic forced teams that had once worked together in call centers into new distributed arrangements. As enterprises searched for technology to enable this transition, many also searched for solutions that would optimize or augment their contact center processes in other ways. In this market, AI has revealed its demonstrable value for the modern contact center.

AI for the ICC involves the use of virtual agents for the optimization and automation of core contact center business processes, the use of AI in the form of natural language processing (NLP) and natural language understanding (NLU) to accurately transcribe and analyze contact center communications, and general AI in correlating KPI performance to identify and tag client interactions that are either successful or could benefit from additional coaching. Virtual agents, also known as chatbots, are systems that can augment teams of human workers by fielding questions or otherwise responding to requests. In this research note, we identify 4 emerging providers in AI for the ICC. Before diving into the list of providers and describing their capabilities, it is valuable to offer an overview of the contemporary ICC sector and the trends that are defining its growth.