One-Third of interactions with GenAI services will use action models & autonomous agents for task completion
One-third of interactions with generative AI (GenAI) services will use action models and autonomous agents for task completion by 2028. Autonomous agents are combined systems that achieve defined goals without repeated human intervention, using a variety of AI techniques to make decisions and generate outputs. They have the potential to learn from their environment and […]
AGENT COACHING MONTH: Tracking the evolution of excellence in UK contact centres
Over the past decade, the approach to agent coaching and monitoring in UK contact centres has undergone a significant transformation. Driven by technological advancements, changing consumer expectations, and a greater focus on employee engagement, these changes have reshaped the landscape of customer service. This article explores the key developments in agent coaching and monitoring, highlighting […]
