Making the Case for Copilots in the Contact Center

Research Note

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Summary

While there has been great interest in Virtual Agents in the Contact Center, Aragon is also seeing the rise of Copilots, which are Intelligent Assistants that help both agents and supervisors to get their work done. Aragon overviews this shift in how people get work done in the Contact Center.

 

Research Note Details

Topic: Copilots/Intelligent Assistants, Intelligent Contact Center
Issue:

How can enterprises have success by leveraging Copilots and Virtual Agents in the Contact Center?

How will the Intelligent Contact Center evolve?

Research Note Number: 2024-20
Length: 8 pages
File Size:  1.5 MB
File Type: Portable Document Format (PDF)
Language: English
Publisher: Aragon Research

Authors:

Jim Lundy

Jim Lundy, CEO, Founder, & Lead Analyst

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