42 Rules for Planning AI in Your Contact Center

In "42 Rules for Planning AI in Your Contact Center," author Geoffrey Best takes you on a transformative journey to prepare your contact center for Artificial Intelligence (AI). As businesses worldwide undergo a paradigm shift towards cloud-based solutions, integrating AI is no longer a choice but a strategic necessity. Drawing upon his expertise in computer automation, telephony, and contact centers, Geoffrey provides a roadmap for executives, business leaders, and IT professionals to navigate the intricate landscape of planning and implementing AI in the contact center environment.



The book begins with a compelling insight into the changing dynamics of customer expectations. In an era where instant gratification is paramount, customers demand quick and personalized responses, irrespective of the time of day. Geoffrey emphasizes the necessity for a well-thought-out plan to integrate AI seamlessly into contact centers, ensuring efficiency, personalized experiences, and heightened overall satisfaction.

By delving into the strategic importance of planning in AI deployments, Geoffrey underscores the need for a strategic roadmap that addresses specific challenges, providing businesses with a competitive edge. Readers gain insights into outlining goals for AI technology, creating a robust project lifecycle, and understanding the intricacies of the existing environment.



Geoffrey explores the steps for planning an AI implementation, guiding readers through the points essential to implementing AI from conception to execution. The book emphasizes the significance of aligning AI initiatives with organizational goals, ensuring that each phase contributes meaningfully to your project's overall success.



Data preparation is a pivotal aspect of AI implementation. Geoffrey details the meticulous process of sourcing and preparing data, a crucial step in leveraging AI to its full potential. Readers gain practical insights into optimizing their data infrastructure to enhance the capabilities of AI systems.

To solidify the theoretical concepts, the book provides actionable guidance on executing a proof of concept. Geoffrey outlines specific tasks, enabling readers to test the viability of AI solutions within their contact centers. This hands-on approach ensures that businesses can validate the potential success of their AI projects before full-scale implementation.



Tailored for executives, business leaders, contact center management, and IT professionals, this book serves as a comprehensive guide to navigating the AI landscape. CCaaS vendors will also find valuable insights into aligning their offerings with the evolving needs of contact centers.