Five steps to audit the hidden AI already inside your contact center

Your organization may be using more AI than you think.

AI is increasingly embedded in everyday contact center technologies, including quality monitoring, routing, workforce management, agent assist and analytics. That creates a fundamental governance challenge: organizations cannot effectively manage AI they do not know they have.

In this CX Today article, Amit Namjoshi, executive director of technology consulting at TTEC Digital, shares a five-step approach for identifying hidden AI and putting the ownership, controls and ongoing monitoring around it.