Preparing Your Customer Service Team for AI Agents: A CX Leader's Playbook
Jun 03, 2026
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The industry calls them AI agents. I call them an AI workforce. That is not a small distinction, and I want to start here, because the word you choose shapes how your team feels walking into this change.
When you say "AI agents," your frontline hears "the thing that replaces me." When you say "AI
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