Artificial Intelligence Integration in Enterprise Contact Centers: A Strategic Framework for Implementation

Abstract

This article examines the strategic implementation of Artificial Intelligence (AI) in enterprise contact centers, focusing on the transformation of customer service delivery and operational efficiency. The article explores four critical aspects: technological infrastructure assessment, AI model development methodologies, human-AI collaboration frameworks, and compliance with ethical standards. Through comprehensive analysis of recent research and industry practices, the article demonstrates how AI integration enhances customer experience, improves agent productivity, and optimizes operational costs while maintaining service quality. The article highlights the importance of structured implementation approaches, robust training methodologies, and ethical considerations in successful AI deployment within contact center environments.