Types of AI in the Contact Centre (And How They’re Used)

Alexa Schmitt Bugler at Capacity explores the different types of AI used in contact centres, how they are applied, and which solutions are best suited to different use cases.Types of AI in the contact centre include machine learning, artificial neural networks, natural language processing, generative AI and large language models, and agentic AI.
All these different types of AI work together in the contact centre context to handle customer interactions, support and work alongside agents and ultim