AI Agents are Making Human Customer Service a Specialist Job

AI agents are taking over routine customer service tasks, pushing human contact centre workers towards more complex problems that require judgement, specialised knowledge, and human intervention. In an exclusive interview with AIM, Thomas Wyatt, COO of communications-platform-as-a-service provider Twilio , says enterprises should not look at AI as a wholesale replacement for their contact centres. Instead, companies can route routine level-one and level-two queries to AI while reserving human ag