The Inner Circle Guide to AI-Enabled Agent Assistance

With the rapid rise of AI, the question is often asked whether eventually there will even be a need for people to work in contact centres, answering calls.

At the least, surely call numbers and employment will drop drastically, meaning investment focus should be elsewhere?

The answer is resoundingly negative. There is evidence to show that customers’ preference for the phone channel is stronger than ever, and that businesses accept this. For the foreseeable future, live agent contact will be vital to the customer experience and the success or otherwise of organisations.

Read this Kerv-sponsored independent research from Contact Babel for insights into how organisations could utilise the benefits of AI, to empower agents for comprehensive and speedy resolutions to customer queries.