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406: Is AI Revolutionizing The Contact Center?
Manage episode 485260675 series 167788
Content provided by Forrester. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Forrester or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI still has far to go. We also touch on the challenges faced by human agents and the confusion around terminology like "agentic" and "agents."
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186 episodes
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Manage episode 485260675 series 167788
Content provided by Forrester. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Forrester or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI still has far to go. We also touch on the challenges faced by human agents and the confusion around terminology like "agentic" and "agents."
…
continue reading
186 episodes
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Similar to The CX Cast
A daily dose of irreverent, offbeat, and informative takes on business & tech news. Hosted by Jon Weigell, Juliet Bennett Rylah, Mark Dent, Ben Berkley, Sara Friedman, Matthew Brown, and Rob Litterst from The Hustle.
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continue reading
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