The Bottom Line

The customer engagement employee is an AI worker, their knowledge and contributions are essential to AI implementation. You cannot separate the two.

The next generation will have moved beyond being 'digital natives' they will be 'AI natives.'

Contact centre employees are at the cutting edge of an AI-literate workforce in our society and we have the opportunity now to provide the technology that will support their work and better serve customers.

Companies need to expand the aperture in how success is measured against the human-side of the AI equation.