ICMI Unveils AI Optimization Assessment Tool

The International Customer Management Institute (ICMI), a provider of resources for customer management professionals, today unveiled an AI optimization assessment tool.

The offering starts with a free online self-assessment survey and scorecard. The survey will consider team readiness, knowledge-based optimization, process intelligence, data centralization, and past AI adoption experiences.

"ICMI can help contact centers chart the most effective course when it comes to AI adoption. As the contact center industry's leading thought leader for nearly 40 years, our expert consultants will work with an organization to assess its AI approach and collaborate with contact center leaders to evolve their strategy and execution plans," said Tara Gibb, senior director of ICMI, in a statement. "Our experts can even help to navigate the rapidly changing vendor landscape, provide guidance about the vendor selection process, and offer support through go-live and beyond. Additionally, our holistic, vendor-agnostic approach ensures that an organization selects the right AI solutions using a people-first approach that prepares your operations and workforce for seamless integration."