Is Generative AI the Grim Reaper for Contact Centers – and some Customers too? 

Interviews | 11.06.2024 | By:

With AI continuing to enhance automation and personalization, the traditional role of humans in call centers is undergoing a profound shift, leading to concerns about job displacement. With millions of workers around the world, what does this mean for the economy and their future of work?

Navigating this disruption hinges on fostering a strategic relationship between AI and human agents. Together, they can ensure not only quality and accuracy but also empathetic interactions. This blended approach not only minimizes risks from inaccurate AI-generated information but also opens up exciting new roles—such as overseeing virtual assistants and curating essential training data. By prioritizing employee upskilling and empowerment alongside technological advancements, companies can forge a future of customer experience that seamlessly combines efficiency with genuine human care. is named a Leader for 2024 Industrial Automation. Discover the Intelligent Zinnov report and learn how to automate complex tasks, embrace autonomous workflows and boost efficiency.