This Interactions white paper explores how contact centers can effectively blend human agents and AI automation. It highlights AI benefits like reduced costs, faster response times, and 24/7 support. Intelligent Virtual Assistants (IVAs) handle routine tasks, while complex cases are escalated to human agents. Challenges include limited personalization and reliance on historical data. Strategies include task allocation, agent training, and continuous performance monitoring. Real-world cases from Vistra, Hyatt, and Westar show improvements in customer satisfaction and ROI when AI and human roles are clearly defined.

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