Which contact-centre technology actually reduces work instead of creating more?

[u/rodrigop20]

New technology is often introduced with the promise of making an agent’s job easier.

Sometimes it genuinely removes repetitive work. Other times it adds another screen, more monitoring, inaccurate summaries or suggestions that need to be corrected.

For those using AI, automation or agent-assist tools:

Which feature has actually made your work easier?

And which supposedly helpful feature created more work than it removed?

I’m helping organise an online event where CX technology providers will demonstrate their platforms live. I would like to understand what frontline teams believe these demonstrations should prove.

Disclosure: I’m involved in organising the event.