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Nearly 50% of companies are now using AI in some form in their contact centers for both sales and service interactions. Companies are investing heavily in AI to fully automate customer interactions – and increasingly in assisting live agents to be more efficient, effective, and successful.

What are the real-world results of AI’s impact on customer-facing agents? During this session, Metrigy CEO Robin Gareiss will share findings and her analysis from a brand new, global research study of IT, CX, and business leaders. You’ll learn:

  • How is AI changing KPIs, such as average handle time, first call resolution, customer satisfaction, and agent efficiency?
  • When does AI help and hurt agent loyalty and longevity?
  • Is AI really working as advertised in sales and service, based on hard data from companies using the technology?
  • What are the top 3 things every company should do with AI today to improve employee productivity and engagement?

How Al is Helping–and Hurting–Service and Sales Agents

Presented by: Robin Gareiss, CEO and Principal Analyst, Metrigy

Date: September 10, 2024
Time: 11:00 am ET

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Robin Gareiss

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.