Automation Trends Report

Top Customer Service AI and Automation Trends for 2022

Digital experiences in contact center operations are accelerating at extraordinary rates. Advances in machine learning, natural language processing, robotic process automation, and Artificial Intelligence (AI) are orchestrating key areas in the customer journey ripe for optimization.

Discover the trends and innovations building amazing digital experiences for customers and employees with intelligent automation.


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2022 automation trends: enhance digital experiences for customers and employees

Self-service capabilities empowered by AI allow businesses to easily access, integrate, and analyze their back office and customer facing functions to improve everyday experiences. Digitalization is here, now is the time to innovate.

Download the trends report to uncover:

  • How intelligent automation is empowering the contact center environment
  • The combined potential of humanity and technology
  • New ways to apply intelligent automation for CX and EX optimization
AI-powered learning overview video

Transform the learning experience with intelligent automation

Training new staff, upskilling teams in new products or supporting seasonal ramps can cost organizations hundreds of thousands per year in resource costs, and still deliver a subpar customer experience. Our proprietary award-winning RealPlay™ Learning Solution leverages the latest AI, voice recognition, machine learning technology, responsive game development, and data visualization to simulate the same real-world customer scenarios associates experience before they take live calls and live chats from real customers. RealPlay was also named "Disruptive Technology of Year" by Customer Contact Week as part of its 2020 CCW Excellence Awards.

Our award-winning approach to customer experience and digital transformation delivers business results


We are a leading digital customer experience (CX) technology and services company focused on the design, implementation, and delivery of transformative solutions for many of the world's most iconic and disruptive brands and government agencies. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our 50,000+ employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.


We are customer experience and digital transformation experts


We've been delivering incredible customer experiences for nearly 40 years by unifying our core capabilities of technology, services, and strategy. And with over 3.5 million customer interactions daily, we  know what trends are shaping the contact center landscape. Here are more customer service  AI trends and best practices to help your company in its CX and digital transformation.

  • Optimize your Contact Center with Intelligent Automation Software: Intelligent Automation can significantly reduce the amount of effort associated with servicing customer inquiries leading to improved efficiency and operational savings. In this article we provide an overview of what intelligent automation is and why it is so important, outline some main kinds of intelligent automation platforms and tools, and look at some results applying intelligent automation in your contact center can have, including better customer experiences, improved KPIs, and reduced time and costs.
  • Contact Center Automation Tools and Trends: We explain the most important approach to successful contact center automation, outline the various types of contact center automation tools being implemented in contact centers, and discuss the benefits of an optimized balance between customer service agents and AI in your CX automation approach.
  • 3 strategies to deploy the best of humanity and technology with intelligent automation: Technological advances in robotic process automation, artificial intelligence, and machine learning are changing the face of customer care. Mastering this balancing act is what we call intelligent automation, an innovative collaboration of humanity and technology bringing out the other’s strengths. In this tips & takeaways guide learn how your contact center can impactfully deploy meaningful intelligent automation with these 3 strategies.
  • Guide to Effortless Omnichannel CX: There are many things a business can do to become truly customer-centric. But the path to getting there can be complicated. Check out our strategy guide to learn how to transform CX using the customer journey as a map to guide you.

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Top Customer Service AI and Automation Trends for 2022