Preparing your contact center

18 Pages

ASAPP's GenerativeAgent, paired with HILA (Human-in-the-Loop Agent), prepared contact centers for seamless human-AI partnerships by avoiding full escalations—often resolving issues via discreet human help behind the scenes. The guide covered HILA integration options, distinctions from traditional agents, ideal candidate identification, key skills, staffing/scaling, queue setups, performance evaluation, and evolution. This boosted efficiency, preserved conversations, enhanced resolutions, and scaled support intelligently.

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Ebook Preparing Your Contact Centre for the GenAI Revolution

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Preparing your contact center

Preparing your contact center

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