For years, media outlets have spewed a narrative of bots taking over customer service and replacing contact center agents.
Those predictions always seemed far-fetched until the rise of generative AI (GenAI) and - more recently - GenAI-enabled AI Agents.
In this video, Eric Smuda, Chief Experience Officer at Likewize, shares his thoughts on how such AI Agents will impact customer service operations.
While doing so, he considers:
1. Will these AI Agents take over customer service completely? 2. How contact centers can overcome the AI Agent trust gap. 3. Orchestrating human and AI Agent experiences.
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