406: Is AI Revolutionizing The Contact Center?
May 27, 2025•19 min
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Episode description
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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