Will AI Spell The End Of The Contact Center Agent?

The generative AI boom has every industry dreaming big about how the technology can be applied to increase efficiency.

But arguably, none is as interesting as the contact center industry, a sector hamstrung by high customer demand, unpredictable call volumes and a rapidly shrinking pool of agents.

This has prompted several critical questions: Can AI address the woes of contact centers? Is AI safe for handling sensitive data? And perhaps most importantly, will AI impact contact center agents?