Cirrus says AI will boost agents rather than replace them, Podcast
AI has not been seen as the agent’s friend. Historically, agents have viewed AI as another intrusive technology that might compete with humans for needed work, and possibly make conditions in contact centers worse by alienating inbound customers before they ever have a chance to talk to a live person. In this podcast, Jason Roos, CEO and founder of Cirrus, reveals research that shows that the way we think about AI might be changing. Now, AI is being seen by a surprising 94% of agents as a means of avoiding repetitive tasks, saving their time for higher level work. In the new world of the Great Resignation, AI might hold a path to lessening fatiguing days filled with calls from irritated customers. Roos discusses the possibilities and opportunities to create a needed and welcome change.
Listen to the podcast here.