Friend or Foe? AI & the Contact Center Agent

Watch on YouTube. A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being repla...

Charlie Mitchell

Watch on YouTube.

A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being replaced by AI.

Cue more doomsday headlines for the contact center agent.

Yet, few in the contact center industry see such a doomsday happening any time soon.

For example, 61 percent of customer service and support leaders expect headcount reductions of only five percent or less due to GenAI.

So, do those doomsday headlines have any merit? To find out, CX Today's Charlie Mitchell hosts Amy Roberge, Head of Global CX Solutions Engineering at Zoom.

During the conversation, they discuss:

Will AI be a friend or foe to the contact center agent?
Why do so many headlines frame AI as a foe?
Examples of "AI" as a friend use cases.
How contact centers can start implementing these use cases.

For more examples of how AI can assist agents, check out this demo of the Zoom Contact Center.

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