Call Center Workers Are Tired of Being Mistaken for AI - Slashdot Bloomberg reports: By the time Jessica Lindsey's customers accuse her of being an AI, they are often already shouting For the past two years, her work as a call center agent for outsourcing company Concentrix has been punctuated by people at the other end of the phone demanding to speak to a re
Top 10 Call Center AI Mistakes to Avoid - blog. tmcnet. com Top 10 Call Center AI Mistakes to Avoid Key Takeaways: Poor planning and unrealistic expectations often derail AI initiatives in contact centers Successful AI implementation requires thoughtful integration with human agents and workflows Data quality, transparency, and customer experience should guide every AI deployment decision
The right mix of humans and AI in contact centers | McKinsey While it is increasingly clear that the contact center of the future is likely to be an AI-led environment, the pace at which companies will arrive at this future state is far less certain Today’s leaders are faced with the difficult choice of just how far to go with their automation plans to retain the right balance between humans and AI as they build toward this AI future