Скачать или смотреть Zoomtopia: AI & the Future of Contact Center Agents

Zoomtopia: AI & the Future of Contact Center Agents

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Описание к видео Zoomtopia: AI & the Future of Contact Center Agents

AI is reshaping customer experience—but what does it really mean for contact center agents? Will AI replace them, or empower them?

In this CX Today special ahead of Zoomtopia, Charlie Mitchell speaks with Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom, about how AI is transforming the contact center.

Michelle explains Zoom’s human-first AI strategy, showing how the platform automates routine tasks while empowering agents with real-time insights, call summaries, and AI-driven analytics. Instead of replacing human connection, Zoom is making it easier for agents to focus on what matters most: building stronger customer relationships.

🔴 Key takeaways:

Why AI must reduce friction for customers and agents

How Zoom Contact Center is built with AI at its core

Practical use cases: agent assist, auto QA, call summaries

Overcoming obstacles: integration, silos, and cost

Case study: Topaz Services boosting CX with Zoom AI

📌 Timestamps:
0:00 – Introduction
0:47 – AI’s role in contact centers
2:56 – Zoom Contact Center AI in action
5:56 – Empowering agents with AI tools
8:07 – Obstacles to AI adoption
9:55 – Customer case study: Topaz Services
12:18 – Why Zoomtopia matters

🌐 Learn more:
CX Today: https://cxtoday.com
Register for Zoomtopia: https://zoomtopia.com

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