Generative AI is already being used in contact centers today, with more use cases emerging rapidly. For now, at least, these use cases seem weighted toward assisting agents, rather than customer-facing scenarios. Still, the lure of agent replacement may be too strong to resist, according to one contact center consultant I spoke with earlier this month.
To start with the current use cases, the big winner at the moment is abstract summarization, according to analyst Dave Michels of TalkingPointz. In a No Jitter webinar last week sponsored by Five9, Michels called summarization “the killer app” right now.
