AI is rapidly transforming the contact center and augmenting the agent workforce by filling staffing gaps, reducing after-call work, decreasing workloads, and upleveling agents to better meet customer needs. NICE and Metrigy explore how generative AI technologies are being deployed for real-time agent (and supervisor) assistance, post-call summaries, quality management, and more–saving organizations time and resources while creating new AI-centric positions within the contact center.
