It’s always seemed logical that AI’s first strong use case in the contact center would be in an agent assist capacity. Generative AI in particular might not be ready to show its face to the customer just yet, but surely it can help agents perform tasks like call summarization, and provide real-time information and recommendations to the agent while the human is interacting live with a customer. But it turns out that while agent assist may be the most popular use case, other functions are more effective, at least for now.
