Summary
The transition to an AI-first contact center will bring massive disruption in staffing and jobs to be done. AI agents will increasingly support complex customer inquiries, gradually replacing vast swaths of customer service agents. What will emerge: roles for humans who manage AI agents to business outcomes, assist and unblock AI, and handle exceptions for long-tail complexity. Human work will shift to the back office. Use this report to understand and plan for your future customer service workforce.
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