Episode 40 | Contact Center Agents' Perspective on AI
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Episode 40 | Contact Center Agents' Perspective on AI
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Vladyslava Vozniuk, Customer Success Manager at Usersnap, explores the evolving role of AI in contact centers from the agent’s perspective. She dispels the myth of AI replacing human agents, instead advocating for a hybrid model that enhances customer experience. The discussion highlights AI’s impact on training, turnover, and the irreplaceable value of human empathy.
“AI is not here to replace but to enhance the agents, and you can ensure they have better performance and are more eager to adopt new technologies.” - Vladyslava Vozniuk
Vladyslava emphasizes that AI should complement, not replace, human agents, creating a balance between efficiency and personal connection. While AI enhances processes and provides valuable insights, human intuition, and empathy remain essential for meaningful customer interactions. By leveraging AI as a support tool, organizations can improve training, reduce turnover impact, and optimize service quality without sacrificing the human touch that defines exceptional customer experiences.