How AI agents are transforming contact center operations and roles

Contact centers face pressure to reduce call volumes while maintaining quality experiences. Traditional methods often cause bottlenecks, with calls bouncing between agents, leading to delays and frustration.

This research explores how one managed services provider transformed operations with AI agents and automated workflows. Key insights include:

• Cutting call resolution time by 36-38% through improved work assignment and routing
• Managing AI with governance frameworks
• Using AI as an "exoskeleton" to enhance, not replace, human capabilities

Learn practical strategies and the future of AI-powered customer service in this research.