In the world of AI, 12 months can feel like an eternity. Unlike laptops and smartphones, AI models can become outdated quickly, posing a challenge for companies using AI in contact centers. Many are rushing to integrate generative AI (GenAI) with simple API tools and isolated solutions. However, without a strategic approach, these efforts may fail. A better strategy involves building a strong foundation: a model architecture that works across channels, a flexible platform, and a system that easily integrates new AI technologies. This allows a contact center’s AI to evolve with the business, avoiding obsolescence.
