Organizations are rapidly investing in AI technologies – in fact, the newly released 2023 CX Landscape Report found that the vast majority of CX and contact center leaders are looking to invest in a range of AI-powered solutions over the next 12 months for CX purposes, including generative AI solutions (43%).

But this begs the question, will AI eventually replace contact center jobs? This concern is perhaps felt most by agents, with Gartner even predicting that investment in generative AI will lead to a 30% reduction in call center agents. But the truth is, AI may never be as smart as humans.

In this episode of the Telecom Reseller Podcast, we connect with CallMiner CTO Jeff Gallino on the top findings from his company’s annual CX Landscape Report, the role of AI in the contact center, and his thoughts on what he calls the ‘super agent’ era.

About CallMiner

CallMiner is the global leader in conversation intelligence to drive business performance improvement. CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By elevating insights from the contact center to the boardroom, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, Twitter and Facebook.