There has been a lot of talk over the last 6 months about the effect that the sudden rise of Generative AI will have on contact centers. I think there is now a general consensus that this technology will have a huge impact on the way we work. Many can see (or maybe dream) of a world where AI will replace the need for contact center agents altogether. What is not so clear is just how fast this impact will take effect. In this article, I will look at a few other large technology shifts that offer some clues about how this will flow through the industry and things you should consider along the way.
