AI fluffs CSR

Contact centers will always need humans because some calls require a level of empathy and understanding that AI just can’t provide. 

Additionally, AI will always require human oversight, and its increased usage will give rise to in-house AI Competency Centers, where knowledgeable agents will oversee AI operations and outputs. 

Ultimately, frontline AI voice assistants and experienced live agents will work hand-in-hand to deliver the best customer experience possible, driving high satisfaction scores and business success.

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