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But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents.
Many have, however, reached a consensus regarding its likely impact on contactcenterworkflow. AI will empower self-service platforms to better handle simple, transactional matters. To meet this lofty demand, businesses cannot let agents take their eyes off the prize.
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