Featuring:

Max Ball, Principal Analyst

Show Notes:

This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI still has far to go. We also touch on the challenges faced by human agents and the confusion around terminology like “agentic” and “agents.” We discuss:

  • What is the history and background of AI in the contact center?
  • How has AI improved efficiency in contact centers?
  • What are the current challenges and limitations of generative AI in contact centers?
  • How will AI impact–and how has it already affected–human agents?