{
  "docId": "019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "docSlug": "148a062f7e47b0b5",
  "documentTitle": "Trends & AI in the Contact Center",
  "authorId": "Deloitte",
  "authorName": "Deloitte",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 22,
  "pageCount": 29,
  "prevPage": 21,
  "nextPage": 23,
  "slideType": "market_landscape",
  "function": "present_framework",
  "density": "sparse",
  "nDataPoints": 0,
  "notes": "The diagram uses a hub-and-spoke layout where two central circles (Customer Engagement, Agent Experience) are surrounded by specific use cases.",
  "elementsJson": [
    "icon_grid",
    "other"
  ],
  "metadataConfidence": 0.95,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a16b-0ea49d021bbe/22",
  "deckHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe#slide-22",
  "components": [
    {
      "bbox": {
        "h": 0.6,
        "w": 0.25,
        "x": 0.18,
        "y": 0.25
      },
      "kind": "diagram",
      "text": "Customer Engagement hub with surrounding use cases",
      "attrs": null,
      "subkind": "hub-spoke",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "885c8b3d-fbcd-45e6-b5df-aef9fd0ebbd5",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.6,
        "w": 0.25,
        "x": 0.55,
        "y": 0.25
      },
      "kind": "diagram",
      "text": "Agent Experience hub with surrounding use cases",
      "attrs": null,
      "subkind": "hub-spoke",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "f5c8bb5b-16b9-4ef0-9bfc-c2417c642b7e",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.2,
        "x": 0.58,
        "y": 0.9
      },
      "kind": "legend",
      "text": "Net New (dark green), Improvement (light green)",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "e0405c0b-e794-48a6-8daa-5553e342048c",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.6,
        "x": 0.04,
        "y": 0.07
      },
      "kind": "title",
      "text": "Generative AI and Large Language Models applicability to Contact Centers",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ce6050f5-fe45-49a3-804a-357a97f40c32",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "Color Strategy",
      "slug": "color-strategy",
      "agent": "Designer",
      "layer": "slide",
      "matchId": "019deab8-5b5e-756e-a194-fdc4fb479a87",
      "evidence": "Color-coded indicators distinguish 'Net New' vs 'Improvement'.",
      "confidence": 82
    },
    {
      "name": "Market Segmentation Pyramid",
      "slug": "market-segmentation-pyramid",
      "agent": null,
      "layer": "slide",
      "matchId": "0f96e571-5559-46bc-a864-78e0557c386f",
      "evidence": "The slide features a 'Customer Engagement hub with surrounding use cases' and an 'Agent Experience hub,' which could be related to market segmentation.",
      "confidence": 0.5
    },
    {
      "name": "Visual Hierarchy",
      "slug": "visual-hierarchy",
      "agent": "Designer",
      "layer": "slide",
      "matchId": "019deab8-5b82-7640-a97a-78c179aa7ac5",
      "evidence": "Two central hubs anchor surrounding use cases.",
      "confidence": 70
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 23,
      "from": 14,
      "beatId": "019deab8-53af-7352-a807-e611713aa078",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Solution & Approach",
      "beatSlug": null,
      "evidence": "CAI use cases, value, TrueServe framework, GenAI fit, architecture (p16-23).",
      "position": 3,
      "confidence": 88,
      "parentBeatName": null,
      "parentBeatSlug": null
    },
    {
      "to": 23,
      "from": 16,
      "beatId": "019deab8-546c-7543-b0a1-9efb0c50aa46",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Implications (So What)",
      "beatSlug": null,
      "evidence": "AI use cases, NPS impact, solution framework.",
      "position": 2,
      "confidence": 55,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [
    {
      "to": 23,
      "from": 19,
      "name": "Zoom In",
      "slug": "06-zoom-in",
      "bestFor": "Technical deep-dives, case studies, detailed analysis",
      "matchId": "019deab8-552d-7483-8368-36887106dcf8",
      "evidence": "Solution framework (p19) -> nuts-and-bolts flow (p20) -> GenAI def (p21) -> applicability (p22) -> architecture (p23).",
      "position": 4,
      "objective": "Drill from Deloitte assets down to GenAI applicability and architecture",
      "structure": "The Big Picture -> Key Area of Focus -> Specific Detail -> Implication",
      "confidence": 72,
      "description": "Start broad, then progressively focus on specific details that prove your point"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}