Will AI Replace Call Center Agents? Yes…and No.

By

Anna Oneal

March 28, 2023

•

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min read

Artificial intelligence (AI) can have significant impacts on call center agents' jobs. There are many advancements in AI technology and the automation of various tasks within call centers. While AI has the potential to improve efficiency and customer service, call center agents play a critical role in handling complex customer interactions that require empathy and human judgment. Even though AI can automate certain tasks, it is unlikely to completely replace call center agents, as human agents bring unique skills and qualities that are difficult for AI to replicate.

Anna Oneal

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