One of the biggest selling points of artificial intelligence (AI) is cost savings—and that savings involves automating functions that humans previously handled. In the contact center, AI cost savings translates into compensation reduction, as agents become more efficient with interactions that aren’t handled independently by bots or self-service.
AI’s impact on staffing affects new hires and existing employees—in both negative and positive ways, depending on your position. In Metrigy’s AI for Business Success 2024-25 global research study of 697 companies, we have found the following:
