Zoom’s Contact Center AI guide outlines practical steps to implement AI that enhances agent efficiency and customer experience without losing the human touch. Key features include AI Expert Assist, which provides real-time information retrieval and suggested answers, and workforce management tools that predict call volumes for optimal staffing. The guide emphasizes creating a clear vision, taking a customer-led approach, continuous evaluation, and partnering with experts to maximize AI benefits and transform contact centers into proactive, connected hubs.

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