Will AI Agents Dominate Customer Service? Insights from Likewize’s CXO

The Impact of GenAI-Enabled AI Agents on Customer Service Operations: Insights from CX Expert Eric Smuda

The rise of artificial intelligence (AI) has been a hot topic in recent years, especially when it comes to customer service operations. Many media outlets have speculated about the possibility of AI bots taking over customer service roles and replacing human agents. While this idea may have seemed far-fetched in the past, the development of generative AI (GenAI) and GenAI-enabled AI Agents has brought this concept closer to reality.

In a recent video, Eric Smuda, Chief Experience Officer at Likewize, delves into the impact that AI Agents will have on customer service operations. He raises important questions such as whether these AI Agents will completely take over customer service, how contact centers can bridge the trust gap with AI Agents, and how to effectively orchestrate human and AI Agent experiences.

For those interested in gaining more insights from CX experts, signing up for the CX Today newsletter is a great way to stay informed. Additionally, subscribing to Likewize’s YouTube channel for more content like Eric Smuda’s video can provide valuable information on the latest trends in customer service and AI technology.

Joining the conversation on social media platforms such as Twitter and LinkedIn can also offer a platform to engage with other professionals in the industry and stay updated on the latest news and developments.

As the landscape of customer service continues to evolve with the integration of AI technology, it is essential for businesses to stay informed and adapt to these changes in order to provide the best possible customer experience. Stay tuned for more insights and discussions on the future of AI in customer service.

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