GenAI is transforming contact centers and redefining the role of customer service agents.
It enables chatbots to engage in more sophisticated conversations, while conversational AI now handles human-like interactions. Agentic AI enhances agent assistance, and AI-driven knowledge management boosts efficiency. As a result, agents will need diverse skill sets to tackle complex queries. Service providers must anticipate trends and develop strategies for effectively managing Human-in-the-Loop (HITL) integration. ISG highlights several ways the agent role will evolve in the GenAI era
Movate’s commitment to redefine agent experience
- Movate is dedicated to acquiring and developing niche expertise to manage complex queries
- Movate EDGE – a comprehensive agent experience platform designed to support every stage of an agent’s career
- AI Copilot to support agents deliver customer success – Movate has identified more than 14 use cases to enhance agent experience
- Experiential learning through iResolve training sandbox, leveraging its partnership with AWS and iAccelerate for career progression
Illustration of Movate’s adaptation to changing roles
Movate’s agents showcased their expertise in managing complex cases for a manufacturing client, acting as domain experts, cross-functional specialists and data analysts. A skilled team of contact center agents collaborated with legal teams and dealerships to resolve critical issues related to buy-backs and arbitration. They effectively utilized data to expedite case resolution by 25%, enhance customer satisfaction (CSAT) and minimize legal risks which has resulted saving over $2M in litigation fees/lawsuits over 18 months. This case study highlights the key traits of effective Escalation Handlers and Data Experts in a high-stakes environment.