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.
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.