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theCUBE Research's Laliberte ties contact center AI payback to knowledge management gaps
Legacy scores reward a short call that fixed nothing, and the two analysts on theCUBE's contact center summit coverage say AI payback now depends on the content the agent reads from and on whether the problem closed.
Publishers:siliconangle.com
Reality
- Evidence28
- Adoption
- Insufficient
- Hype gap+28
- Incentives74
- Confidence58