Featured in Smart Customer Service
Customer service is undergoing a rapid transformation driven by generative AI and advanced conversational technologies. In a volatile economic environment, businesses are under pressure to increase efficiency, security and profitability and the traditional call center is ripe for reinvention.
Dimitris Vassos, CEO and co-founder of Omilia, shares deep insights into industry shifts and what the future holds.
Generative AI is enabling a new era of intelligent automation, helping companies reduce costs while improving customer experiences. By 2025, Gartner predicts that 80% of customer service and support organisations will be leveraging generative AI in some form.
This shift is already unfolding across industries. In call centers, the role of the human agent is evolving, seeing agents who will increasingly train and supervise AI bots, creating new models of collaboration and even competition through gamified performance metrics. In sectors like quick-service restaurants, conversational AI is streamlining operations and boosting revenue by automating drive-thrus and personalising upsell offers.
Looking ahead, contact centers will become predominantly AI-driven, with large language models powering more natural, effective and human-like interactions. At the same time, new security technologies will emerge to counter threats like deepfakes and AI-enabled fraud.
Explore the full article to see how AI is redefining customer service and security on Smart Customer Service:
