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.

 

80% of UK organisations and 93% of US businesses state that they will be using AI-enabled agent assistance by the end of 2027.

 

Download this report and find out how AI-enabled agent assistance can build the contact centre of the future, today.

 

This report shows:

  • The 8 major use cases of AI agent assistance
  • Why handle time is killing CX, and 5 ways AI can help
  • AI outcomes and where to find ROI
  • Keys to success and pitfalls to avoid
  • Using generative AI while minimising reputational risk
  • Using AI to support remote and inexperienced agents

 

“The Inner Circle Guide to AI-Enabled Agent Assistance” is available for the US and UK. 

 

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

If you have already registered, please log in here.

 

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