In a recent podcast with John Golden, Bobby Hakimi, co-founder and Chief Product Officer of Convoso, they explored the transformative impact of AI agents in contact centers. AI technology enhances employee retention, streamers lead generation and automates routine tasks. AI agents can manage conversations and provide real-time feedback to human agents, helping them focus on complex customer needs. This balance between AI efficiency and human connection ensures businesses can scale without sacrificing quality.
Despite AI’s growing role, Hakimi emphasizes the importance of clean data and the human element in customer service. Companies can improve their operations by maintaining high data quality and integrating AI with human agents. According to Hakimi, the future of business lies in combining AI’s strengths with uniquely human skills like empathy and creativity, making customer interactions both efficient and emotionally intelligent.
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