Will AI replace Agents?

In the UK, people’s perspective on AI in contact centers differs from that in the U.S. In the past, the U.S. leaned towards replacing agents with AI, but this attitude has shifted significantly.

The belief that AI will replace agents has diminished due to a better understanding of AI solutions’ capabilities in the market. The initial concern about AI taking jobs has been dispelled as people recognize the actual impact of AI in contact centers.

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