One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics argue that generative AI-powered customer support tech could depress wages, lead to layoffs and ultimately deliver a more error-prone end-user experience. Proponents, on the other hand, say that generative AI will augment — not replace — workers, while enabling them to focus on more meaningful tasks.
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