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.
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.

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.
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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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
