In today’s rapidly evolving business (and tech) landscape, guesswork isn’t a business strategy.
AI stands as a game-changer, especially for Contact Centers and customer support teams. Yet, a significant barrier exists: a lack of AI literacy among leaders. This knowledge gap can hinder the ability to identify transformative opportunities, leaving organizations struggling to maximize their AI potential.
A New Responsibility for Leaders
Historically, customer service and support leaders have focused on managing people and processes during technology implementation. However, their roles have shifted. Leaders now find themselves at the forefront of identifying AI opportunities and creating strategic roadmaps for its adoption.
In fact, nearly 47% of leaders report being entirely or mostly responsible for spotting AI opportunities in their functions. This shift underscores a critical need for AI literacy. Without the knowledge to assess AI capabilities and align them with organizational goals, these leaders risk overlooking innovations that could drive operational efficiency and enhance customer experiences.
The Consequences of AI Illiteracy
Failing to recognize AI opportunities can lead to:
- Missed Revenue Growth: AI-powered tools often reveal untapped customer insights and streamline workflows, driving sales and service outcomes.
- Inefficient Processes: Without AI-driven automation, organizations may struggle to keep up with rising customer expectations and growing workloads.
- Competitive Disadvantage: Companies with AI-savvy leaders are likely to gain a significant edge, offering faster and more personalized customer interactions.
Empowering Leaders with AI Knowledge
The solution lies in fostering AI literacy across leadership teams. Here’s how organizations can tackle this challenge:
- Invest in Training Programs: Provide leaders with foundational AI education tailored to their industry and roles.
- Leverage Technology Partners: Collaborate with experienced consultants who can identify AI opportunities and guide implementation strategies.
- Encourage Cross-Functional Collaboration: Bring IT, data science, and customer support teams together to bridge the gap between technical expertise and functional needs.
Embracing the AI-Driven Future
As the primary decision-makers in identifying AI opportunities, customer service leaders must become fluent in the language of AI. By understanding how to evaluate its potential and translate it into actionable initiatives, they can unlock significant advantages for their organizations.
AI literacy isn’t just a technical skill—it’s a leadership imperative. For organizations ready to embrace AI and capitalize on its benefits, now is the time to equip your team with the tools and expertise they need to succeed.
Let MYRIAD provide your organization with strategic guidance on Conversational and Generative AI for your Contact Center. Contact us today to learn more.
Source: Report from Gartner, "Top 5 Priorities for Customer Service in 2025"
