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Jarred Devar's avatar

Thanks for another great article Richard…impressive hit rate on your forecasts.

One potential watch out on Call Centre (a space I am particularly interested in as it seems to be a great real world playground) - I think the Verizon example refers to 20m interactions vs 20m calls. An interaction could be any point of contact (incl. digital/ SMS) and would not necessarily have originated as a call. Also assume they will have a mixture of a rule based system + GenAI with a human escalation point - so some of the interactions could end in calls as well. Overall though will definitely have lowered call volumes but harder to say by what. I think the Klarna example points to the hybrid world for the short term (AI + human escalation point).

On the agentic front - I remain less optimistic but hope I am proven wrong. At least the Operator product has made its way to Europe.

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