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Contact centers are rapidly incorporating the advances of AI to deliver personalized and empathetic support to callers. Generative AI and automation are making the contact center a highly efficient and near-human-like communication resource. This revolution has opened the door to a whole new relationship that drastically reduces human interaction and has the potential to reduce contact center agent labor costs by $80BN in 2026. Robotic process automation (RPA) is also streamlining activities in areas like HR.
