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Video · AI
An honest conversation about AI in the contact centre
Where agent assist genuinely pays back, where deflection quietly destroys trust, and how to evaluate a vendor claim in under an hour.
July 2026 · 14 min watch
A candid discussion of where AI genuinely pays back in the contact centre, and where deflection quietly destroys trust.
What we cover
- Agent assist and auto-summarisation payback
- Deflection versus abandonment
- Evaluating a vendor claim in under an hour