Prioritizing AI Investments: Should You Augment Agents or Automate Customer Interactions for Maximum Efficiency?
As AI technology advances in customer service, businesses face a choice between automation and augmentation for their contact centers. Initially, automation through chatbots led to disappointment, prompting a shift toward augmentation, which helps agents work more efficiently. However, as autonomous AI agents become more capable, interest in automation is resurging. Companies must carefully consider their ...
