Evaluating generative AI agents for your contact center

Description: Autonomous agents powered by generative AI are new to the contact center. And as technology vendors introduce new offerings, they are labeling a wide range of solutions as AI agents. In other words, all AI agents are not the same. Some simply automate specific processes or serve up information and other guidance to human agents, while others can operate independently to talk with customers, assess their needs, and take action to resolve their issues. So, it’s important to dig into the details of what each solution actually does.