AI technology usage in the contact center is booming. Businesses are leveraging natural language processing, generative AI, machine learning, and more to drive competitive value. However, many organizations are still struggling to unlock results in their AI journeys.

To understand what separates leaders from laggards, UJET is introducing a new AI Maturity Scale. It evaluates the adoption and implementation of AI across the contact
center and its impact on key organizational metrics. Ultimately, those who display high maturity are reaping more benefits such as increased positive interactions with customers, boosted agent productivity, and improvement in key contact center KPIs.