Table of Contents
CCW Digital Market Study - Tech vs. Humanity: Redefining the Agent Role
This CCW Digital market study examines how AI is reshaping customer contact and the evolving role of the human agent, finding that AI is driving measurable gains in efficiency and insight but has not yet fully delivered on the promise of more “human” experiences. It argues that real transformation depends on clearly redefining agent responsibilities, upgrading skills and workflows, and intentionally designing AI to augment—not sideline—human strengths.
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What you'll learn
1.
Where AI is already delivering value in contact centers (efficiency, analytics, CX, and EX) — and where it’s falling short of the hype.
2.
How leaders are thinking about the right AI vs. human balance on the front line, including when and why human involvement still matters most.
3.
Why only a small fraction of organizations have clearly defined the future agent role, and how that ambiguity impacts buy-in, hiring, and performance.
4.
Which agent-facing AI capabilities (e.g., knowledge management, copilots, call summarization) are seen as non-negotiable.
5.
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