Seven Best Practices for Implementing Contact Center AI in 2025
Are you concerned about the negative impact of AI on customer experiences? You’re not alone. In a recent study, 64 percent of consumers expressed a preference for companies not to use AI, and 53 percent said they would consider switching to a competitor if AI was involved. Additionally, 90 percent of people surveyed said they would rather deal with a human than a chatbot.
But here’s the good news: the problem isn’t with AI itself, but rather with how it’s being implemented. In a recent episode of CX Today’s Contact Center Talk, Matt Dickson, COO of Eclipse Telecom, shared seven best practices for implementing contact center AI in 2025.
One key practice is to consider where automation fits within your brand. Just as you carefully train your contact center agents on your brand voice, you should also personalize the tone and tenor of your chatbots. By involving your marketing team in the process, you can ensure that your AI interactions align with your brand’s voice and values.
Another important practice is to understand your “exit rows” and provide clear options for customers to exit automated systems when needed. By using sentiment analysis to identify customer frustration and proactively offering human assistance, you can prevent customers from getting stuck in “AI jail.”
It’s also crucial to think about agent enablement before automation. By empowering your agents with tools like agent-assist and copilots, you can improve customer service and gain valuable insights into your contact center operations.
And don’t forget to make your mistakes where nobody sees them. By starting small and testing AI tools with your agents before rolling them out to customers, you can ensure that your automation processes are ready for prime time.
These are just a few of the best practices for implementing contact center AI in 2025. By taking a broad view of AI use cases, monitoring and enhancing your AI systems, and involving your team in the process, you can create a more positive and effective customer experience. So don’t be afraid to embrace AI – just make sure you’re doing it right.
