The AI bottleneck
In a feature for Comms Business, Wayne Kay, vice president, EMEA, TTEC Digital, explains why having the right systems in place can help organizations derive the full benefits of AI.
The piece examines why so many enterprise AI initiatives in customer experience perform well in pilots yet stall before reaching meaningful scale, pointing to legacy contact centre infrastructure as the real constraint.
Rather than advocating a disruptive rip-and-replace approach, the article makes the case for interoperability at the infrastructure level, where AI capabilities connect across existing systems without being tightly embedded within them.
"Victory belongs to organisations that invest in adaptable infrastructure, foster system interoperability and prioritise measurable experience improvements over flashy, isolated experiments."
