Will generative artificial intelligence change the Contact Center?

Will generative artificial intelligence change the Contact Center?

In an article published by Gazeta Finansowa Magdalena Pisarczyk-Czekaj, Sales Director at yarrl S.A., shares her observations on the role of generative AI in the area of customer service. It discusses not only the potential benefits such as increased quality, speed and consistency of customer contact, but also the challenges of implementing new technologies responsibly.

The text describes specific examples of the use of AI and generative AI in projects implemented by yarrl — including voicebots supporting IVR processes in the insurance industry and systems for automatic email processing in a large retail network.

The publication also emphasizes that technology will not completely replace the human in the Contact Center — but will change the way teams work and allow them to focus on more complex, creative tasks.