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Key Takeaways
Automation Growth: Automation has significantly increased in contact centres over the years, with AI and large language models (LLMs) catalysing this trend.
Enhancing Human Roles: The current state of contact centres suggests that automation will likely enhance human roles rather than fully replace them.
Essential Human Value: There is a growing belief that while AI can automate many tasks, humans will still provide essential value in complex customer interactions.
Data and Processes: Effective automation relies heavily on accurate data and well-documented processes; inadequate knowledge bases can hinder automation effectiveness.
Knowledge Management Challenges: Companies are still challenged by the integration and maintenance of knowledge management systems essential for effective AI utilisation.
Customer Experience Risks: Customer experience may suffer if AI systems do not provide timely human interventions when automation falls ...
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