Summary
AI is significantly reshaping — even reinventing — customer service operations, technology, and roles. Organizations and brands are grappling with how to manage everything from evolving tech vendors and solutions to identifying generative AI (genAI) use cases to trial. They’re scrutinizing cloud-based solutions like CCaaS and understanding the place for point solutions in that ecosystem. And they have questions about challenges in migrating to new contact center solutions — such as data and managing human agents whose work will be impacted. In this report, we answer seven of the most common questions our clients ask us on these topics.
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