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A look at the use of conversational AI in US call centers, which some agents find helpful and others say leaves the humans with more complex, intense workloads (Lisa Bannon/Wall Street Journal)

Photo of Grace Will Grace Will February 19, 2023
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A look at the use of conversational AI in US call centers, which some agents find helpful and others say leaves the humans with more complex, intense workloads (Lisa Bannon/Wall Street Journal)
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Lisa Bannon / Wall Street Journal:

A look at the use of conversational AI in US call centers, which some agents find helpful and others say leaves the humans with more complex, intense workloads  —  Call centers are at the forefront of deploying artificial intelligence, with bots that automate basic tasks and instruct humans how to do their jobs



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