AI execs unpack call center automation boom

Join executive leaders at the Conversational AI & Intelligent AI Assistants Summit, presented by Five9. During the pandemic, enterprises turned to automation to scale up their operations while freeing customer service reps to handle increasingly challenging workloads. According to Canam Research, 78% of contact centers in the U.S. now intend to deploy AI in the next 3 years. And research from The Harris Poll indicates that 46% of customer interactions are already automated, with the number expected to reach 59% by 2023. The panel touched on how AI assistants can coexist with humans and help them to perform their jobs, while at the same time respecting existing customer service guardrails. "We're talking about a spectrum of technologies," Schebella said of automation broadly.