#51 - Bling: Automating Agents in the Contact Center

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Reimagining The Contact Center - with Marc Bernstein

Marc Bernstein

62 episodes

4 days ago

Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.

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#51 - Bling: Automating Agents in the Contact Center

Reimagining The Contact Center - with Marc Bernstein

37 minutes 47 seconds

1 year ago

#51 - Bling: Automating Agents in the Contact Center

Kishlaya Sharma and Marc Bernstein discuss the future of AI, back-office automation, and the delicate balance between leveraging cutting-edge technology while keeping the humanness in the contact center.

Timestamps:

00:00 Bling Introduction

07:25 Unified Platforms

10:12 Bling's Approach

14:00 AI in Communications

17:25 AI Agents vs. Human Agents

20:20 LLM's at Bling

26:30 Relinquishing Control

33:13 AI in 3 Years