How GenAI Will Transform The Contact Center

Christina McAllister, a Senior Analyst specializing in generative AI for contact centers, delves into the future of customer service. She shares insights on how generative AI can revolutionize agent performance and customer interactions by moving from scripted responses to real-time assistance. The conversation unfolds the potential for enhanced emotional connections between agents and customers, while addressing challenges like safety and efficiency. Christina also explains the importance of gradual tech transitions and the role of soft skills in this AI-driven landscape.