Trends & AI in the Contact Center — playbook

Trends & AI in the Contact Center

Deloitte

arc beats above · slides in the middle · loops below · scroll → 6 LOOPS

Deck intelligence map

5

coverage by narrative range · generated from this deck JSON

Narrative range 28 total

Metadata

Components

Metrics

Tools

Frameworks

Beats

Loops

Situation & Context 4 slides 100% 4/4 slides 100% 4/4 slides · 17 hits

— 0/4 slides

25% 1/4 slides · 4 hits

— 0/4 slides

100% 4/4 slides · 6 hits 50% 2/4 slides Problem & Complication 9 slides 100% 9/9 slides 100% 9/9 slides · 50 hits

— 0/9 slides

55.6% 5/9 slides · 20 hits 11.1% 1/9 slides 100% 9/9 slides · 18 hits 100% 9/9 slides Solution & Approach 10 slides 100% 10/10 slides 100% 10/10 slides · 54 hits

— 0/10 slides

90% 9/10 slides · 30 hits 10% 1/10 slides 100% 10/10 slides · 18 hits 80% 8/10 slides Evidence & Proof 2 slides 100% 2/2 slides 100% 2/2 slides · 19 hits

— 0/2 slides

100% 2/2 slides · 10 hits

— 0/2 slides

100% 2/2 slides · 4 hits 100% 2/2 slides Impact & Next Steps 3 slides 100% 3/3 slides 100% 3/3 slides · 17 hits

— 0/3 slides

100% 3/3 slides · 7 hits 66.7% 2/3 slides 100% 3/3 slides · 6 hits 100% 3/3 slides

Slide inventory

29

every slide · same image gating as the playbook

01

transition

Open slide detailBeat · Situation & Context

02

The slide features a stylized illustration of a person standing on a puzzle piece looking at a digital globe.front_matter

Open slide detailBeat · Situation & Context

03

The slide uses a horizontal bar chart to show industry representation and callout boxes for summary statistics.establish_context

Open slide detailBeat · Situation & ContextLoop · Pattern Hunter

04

front_matter

Open slide detailBeat · Situation & ContextLoop · Pattern Hunter

05

The slide uses a metaphor of building a house of cards to represent the delicate balance between CX and cost.establish_context

Open slide detailBeat · Problem & ComplicationLoop · Pattern Hunter

06

front_matter

Open slide detailBeat · Problem & ComplicationLoop · Pattern Hunter

07

The slide uses a three-column layout to categorize survey findings.summarize

Open slide detailBeat · Problem & ComplicationLoop · Pattern Hunter

08

transition

Open slide detailBeat · Problem & ComplicationLoop · Mece Breakdown

09

The slide uses stacked bar charts for channel mix and a donut chart combined with a bar chart for steering strategies.analyze_data

Open slide detailBeat · Problem & ComplicationLoop · Mece Breakdown

10

front_matter

Open slide detailBeat · Problem & ComplicationLoop · Mece Breakdown

11

analyze_data

Open slide detailBeat · Problem & ComplicationLoop · Mece Breakdown

12

transition

Open slide detailBeat · Problem & ComplicationLoop · Mece Breakdown

13

analyze_data

Open slide detailBeat · Problem & ComplicationLoop · Mece Breakdown

14

transition

Open slide detailBeat · Solution & Approach

15

front_matter

Open slide detailBeat · Solution & Approach

16

The slide uses a staggered layout of hexagons to present 8 distinct use cases for conversational AI.present_solution

Open slide detailBeat · Solution & ApproachLoop · Aha Moment

17

Uses a 'Imagine If You Could' framing to present a value proposition.quantify_impact

Open slide detailBeat · Solution & ApproachLoop · Aha Moment

18

The slide uses a process-like flow connecting high-level value propositions (less time, higher value, lower cost) to specific operational opportunities.quantify_impact

Open slide detailBeat · Solution & ApproachLoop · Aha Moment

19

The slide uses a matrix-like structure to categorize offerings into 'Sales and Service Transformation' and 'Customized Solution Development'.present_solution

Open slide detailBeat · Solution & ApproachLoop · Zoom In

20

The slide uses a horizontal process flow structure to map the conversational AI ecosystem.present_framework

Open slide detailBeat · Solution & ApproachLoop · Zoom In

21

establish_context

Open slide detailBeat · Solution & ApproachLoop · Zoom In

22

The diagram uses a hub-and-spoke layout where two central circles (Customer Engagement, Agent Experience) are surrounded by specific use cases.present_framework

Open slide detailBeat · Solution & ApproachLoop · Zoom In

23

The diagram uses a hub-and-spoke style layout to show how various modules (TTS, ASR, Voice Portal, Virtual Agent) connect to enterprise systems and live agents.present_framework

Open slide detailBeat · Solution & ApproachLoop · Zoom In

24

Uses a before-after framing to contrast negative behaviors with positive strategic actions.compare_options

Open slide detailBeat · Evidence & ProofLoop · Before After

25

Uses a classic Issue-Solution-Impact structure.illustrate_case

Open slide detailBeat · Evidence & ProofLoop · Before After

26

The slide uses a timeline-based visual flow to represent maturity stages.plan_implementation

Open slide detailBeat · Impact & Next StepsLoop · Maturity Curve

27

The slide uses a list-based definition of roles on the left and a hierarchical organizational structure diagram on the right.present_framework

Open slide detailBeat · Impact & Next StepsLoop · Maturity Curve

28

The slide uses a funnel-like structure for the User Experience section to represent a progression of user understanding.present_framework

Open slide detailBeat · Impact & Next StepsLoop · Maturity Curve

29

front_matter

Open slide detail