Wayne Anderson

General Manager (Head) of Digital Delivery at 2degrees, responsible for digital CX projects and leading the company's contact-centre AI and automation initiatives.

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Dec 15, 2025 • 6min

Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices

Wayne Anderson, General Manager of Digital Delivery at 2degrees, talks about transforming telecom customer experience with AI. He shares the hurdles encountered while implementing contact center auto-summaries and the valuable lessons learned. Wayne introduces the new Copilot that aids agents with conversation prompts and consolidates knowledge from multiple systems. He anticipates significant improvements in handling time and resolution rates for agents, while also discussing future AI innovations set to elevate customer service.

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