CONTACT CENTER AI STATE OF THE MARKET 2021 First-of-its-kind study highlights the role of AI and automation in delivering prompt, intelligent, and exceptional customer experience, at scale. Analysis of 2 billion+ interactions on the Avaamo platform reveals what customers really want and how organizations can maximize customer satisfaction with AI. Executive Summary Our analysis covers Avaamo conducted an extensive study analyzing customer behavior and preferences during AI-based interactions to understand what truly impacts customer satisfaction and how to leverage Contact Center AI automation to improve CX. Companies frequently assume they know what their customers want and how to fulfill their requests. However, relying on conventional wisdom and metrics is a dangerous

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