Initially, the big focus was on replacing resources but the real action will be in agent augmentation, where technology and humans work hand-in-hand to deliver better experiences.

Investing in AI without an outcome-oriented plan in place can have significant consequences for your business.

The best deployments use chatbots selectively, leverage AI and seamlessly hand off any collected information.

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make KM effective.