
How GenAI Will Transform The Contact Center
What It Means: A Forrester Podcast
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Transforming Contact Centers with Generative AI
This chapter explores the transformative impact of generative AI on contact centers, highlighting its ability to enhance agent performance and customer interactions. It discusses the move away from scripted responses towards real-time support, improving efficiency and customer satisfaction while addressing challenges relating to safety and consistency. The conversation also emphasizes the evolving role of agents, focusing on the need for soft skills and a coherent knowledge management strategy as AI integration progresses.
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