Three Ways AI Is Changing The Contact Center
Contact Center Pipeline, Tuesday, July 29th, 2025
In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to stand apart from their competition through the customer experience (CX), drive efficiency, and improve the effectiveness of agents.
However, as the technology continues to become more sophisticated, fears of AI taking human roles have grown.
Despite this seemingly prevailing thought, the Cresta 2024 State of the Agent Report has uncovered the opposite, as we will see later on has uncovered the opposite, as we will see later on. With the majority of contact center agents embracing Generative AI and viewing the technology as a tool to increase their success at work.