{
  "docId": "019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "docSlug": "148a062f7e47b0b5",
  "documentTitle": "Trends &amp; 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": 3,
  "pageCount": 29,
  "prevPage": 2,
  "nextPage": 4,
  "slideType": "executive_summary",
  "function": "establish_context",
  "density": "dense",
  "nDataPoints": 9,
  "notes": "The slide uses a horizontal bar chart to show industry representation and callout boxes for summary statistics.",
  "elementsJson": [
    "headline_text",
    "paragraph",
    "bar_chart_horizontal",
    "icon_grid",
    "callout_box"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a16b-0ea49d021bbe/3",
  "deckHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a16b-0ea49d021bbe#slide-3",
  "components": [
    {
      "bbox": {
        "h": 0.2,
        "w": 0.2,
        "x": 0.75,
        "y": 0.65
      },
      "kind": "callout",
      "text": "With varying customer bases touching both B2C and B2B and internal customers such as IT or HR",
      "attrs": null,
      "subkind": "primary",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "5bcb0e3f-7709-40db-9267-9ba689735b0b",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "callout",
      "text": "Respondents represent 9 Industries Headquartered in 11 Countries Across 6 Regions With varying customer bases touching both B2C and B2B and internal customers such as IT or HR",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd952-0491-71ac-9dbc-ebb5645e3aac",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.6,
        "w": 0.6,
        "x": 0.05,
        "y": 0.25
      },
      "kind": "chart",
      "text": "Industry participation breakdown",
      "attrs": null,
      "subkind": "bar-horizontal",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "f074442a-65d8-4cf9-be6a-3e2a74fd68d5",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.2,
        "x": 0.75,
        "y": 0.25
      },
      "kind": "metric",
      "text": "9 Industries",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "a1630a3e-e587-4f16-8120-26653d274601",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.2,
        "x": 0.75,
        "y": 0.45
      },
      "kind": "metric",
      "text": "11 Countries, 6 Regions",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "a46d4740-f3da-45f8-9f24-90fd9181908c",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "Respondent distribution by industry: 28.6%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd952-0491-71ac-9dbc-ec0e836ea1d2",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.08,
        "w": 0.9,
        "x": 0.05,
        "y": 0.13
      },
      "kind": "paragraph",
      "text": "Developed in response to a rapidly evolving contact center landscape, this survey was designed to help understand what’s next in the contact center space across strategy, customer experience, and operational/technical capabilities.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ccd7702a-7a89-490b-8100-72f44c527b40",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.45,
        "x": 0.05,
        "y": 0.06
      },
      "kind": "title",
      "text": "2023 Survey witnessed record participation!",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "38444446-574d-4537-845d-82be55beb3f7",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "Inductive Reasoning",
      "slug": "inductive-reasoning",
      "agent": "Architect",
      "layer": "loop",
      "matchId": "019deab8-55e4-727d-bc4d-ecd131f20b09",
      "evidence": "Demographic evidence aggregated to credibility claim.",
      "confidence": 70
    },
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019deab8-559a-7538-b355-3903796aa160",
      "evidence": "Title 'Survey witnessed record participation!' states the insight.",
      "confidence": 85
    },
    {
      "name": "Executive summary",
      "slug": "executive-summary",
      "agent": null,
      "layer": "slide",
      "matchId": "e7396b9e-fe94-4719-9b6b-2aec8035b1a5",
      "evidence": "Developed in response to a rapidly evolving contact center landscape, this survey was designed to help understand what’s next in the contact center space across strategy, customer experience, and ope",
      "confidence": 0.9
    },
    {
      "name": "Opening Hooks",
      "slug": "opening-hooks",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019deab8-55c2-77da-ae55-b062844a70d8",
      "evidence": "Startling stat: 9 industries, 11 countries, 6 regions.",
      "confidence": 75
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 4,
      "from": 1,
      "beatId": "019deab8-5368-7110-b884-5c551d8fbdb9",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Situation & Context",
      "beatSlug": null,
      "evidence": "Title + survey demographics: 9 industries, 11 countries (p3).",
      "position": 1,
      "confidence": 88,
      "parentBeatName": null,
      "parentBeatSlug": null
    },
    {
      "to": 13,
      "from": 3,
      "beatId": "019deab8-5448-77a0-9a27-3fbfe872bd29",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Facts (What)",
      "beatSlug": null,
      "evidence": "Survey statistics across three theme columns.",
      "position": 1,
      "confidence": 55,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [
    {
      "to": 7,
      "from": 3,
      "name": "Pattern Hunter",
      "slug": "02-pattern-hunter",
      "bestFor": "Time-pressed audiences, building consensus, when data is strong",
      "matchId": "019deab8-54b9-7168-9bdf-bb67fa0ed982",
      "evidence": "Demographics evidence (p3) -> Both/And framing (p5) -> three-theme conclusion (p7).",
      "position": 1,
      "objective": "Establish survey credibility and surface three governing themes",
      "structure": "Evidence A -> Evidence B -> Evidence C -> Pattern/Conclusion",
      "confidence": 78,
      "description": "Group multiple pieces of evidence that together point to a pattern or conclusion"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}