AI Will Change Contact Centers: New Research Reveals How

CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent

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Published: November 27, 2023

Charlie Mitchell

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CX Today’s Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent.

We reflect on new research conducted by contact center analyst ContactBabel – which highlights service leader perceptions of AI.

In doing so, we discuss:

  • The possibility of AI taking contact center agent jobs.
  • Agent support use cases for AI.
  • How these use cases will impact agent well-being.
  • Where can our viewers go to find more.

To delve deeper into ContactBabel’s research, visit here.

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