Featured in No Jitter
The traditional narrative positions AI bots against human agents in contact centers but innovative companies are exploring how these technologies can work together synergistically.
In this article, Dimitris Vassos, CEO and founder of Omilia, discussed the next generation of bot improvements and how they may come directly from agents themselves. Rather than replacing human workers, Generative AI tools can empower agents to train and refine bots, creating new opportunities for gamification, evaluation and performance-based compensation.
This collaborative model establishes a hierarchy where agents and managers supervise GenAI-driven applications that enhance conversational AI bots, making them more effective at handling customer interactions. The approach significantly reduces development time and costs by replacing expensive developer resources with agent-driven training processes. Vassos predicts this will drive higher self-service rates, with voice-based bots leading the charge over text-based chatbots.
Read the complete analysis by Eric Krapf in the original No Jitter publication:
