This white paper by Cognizant, in partnership with Google Cloud, explores how Generative AI is transforming modern contact centers. It outlines how GenAI improves customer service, enhances chatbot capabilities, supports agents, and enables predictive, real-time engagement. It highlights CCAI's role in streamlining operations and boosting customer satisfaction through automation, analytics, and AI-powered assistants. Real-world case studies demonstrate increased efficiency, reduced costs, and improved containment rates. The guide emphasizes building an AI-enabled contact center strategy with strong data integration, continuous learning, and measurable business outcomes.

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