Positioned at the forefront of a customer-driven revolution, contact centers today face the challenge of Information Abundance. Navigating the delicate balance between personalization and efficiency amidst a flood of digital data, they seek the ultimate solution: Generative AI.

Generative AI emerges as the answer, sifting through vast datasets, comprehending individual preferences, and delivering personalized content. This article emphasizes the crucial first step towards AI- powered contact centers: customer education. It showcases how Generative AI transcends automated responses to provide unimaginable levels of personalization.

To harness the power of Generative AI, a two-pronged approach is advocated. Building extensive databases and rigorous AI model training are key to unlocking its full potential. As the contact center industry accelerates into the realm of Generative AI, the call-to-action is clear: now is the time for businesses to embark on this transformative journey.

Addressing reluctance and embracing Generative AI will lead to unparalleled customer experiences.

Join us on this journey and discover how Generative AI can revolutionize your contact center operations.

About the Author

Sreyans Jain
General Manager and Head - Presales and Practices (DOP)

Sreyans Jain is General Manager and Head - Presales and Practices for the Consumer Business in Digital Operations & Platforms, Wipro Limited. Sreyans has over 22 years of experience in the BPS industry, covering multiple functions - presales, solutions, transformation, operations and transition. In his tenure with Wipro, Sreyans has headed pre-sales, practices and GTM across CX, Trust & Safety, GSIS, F&A and Order Management, driving growth strategy and practice development with new age digital solutions. 

Discover the Transformative Journey of Contact Centers in the Era of Generative AI

Richa Misra

Associate Vice President

Richa Misra is a Contact Center Customer Experience Practice Lead for Retail, Consumer Goods, Telecom, New Age & Media at Wipro. She has over 22+ years of diverse experience in the BPM industry and has managed global programs, consulting-driven engagements and aligned solutions to business outcomes.