This Nuance white paper emphasizes how AI can empower contact center agents rather than replace them. AI enhances agent effectiveness by streamlining access to information, providing real-time guidance, and sharing customer context across channels. This reduces customer frustration, agent burnout, and operational costs. Benefits include higher satisfaction for both agents and customers, lower turnover, and better fraud detection. Nuance’s Agent AI supports sentiment analysis, authentication, and coaching while improving continuously through a feedback loop. The result is improved service quality, efficiency, and customer retention across omnichannel environments.

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