AI stormar in i kontaktcentret – så leder du de anställda genom teknikskiftet

kontaktcenter Hur ska kontaktcenterchefen agera när ai-verktyg införs i verksamheten? Och hur kan medabetarna tänkas reagera? Vi bad kundserviceexperten Emilie Loman ge oss sina bästa tips.

AI stormar in i kontaktcentret – så leder du de anställda genom teknikskiftet

Ai-tekniken har börjat användas i allt fler kontaktcenter, inte minst efter det att generativ ai fick sitt stora genombrott under 2023. Tekniken används på många olika sätt och ger många fördelar – en av dessa är att medarbetarna ska kunna jobba mer effektivt.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

Det generella budskapet är att ai inte kommer att leda till personalnedskärningar, men när Klarna nyligen gick ut och berättade att deras egenutvecklade ai-assistent kan ersätta 700 medarbetare inom kundservice så ger det självklart upphov till oro.

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