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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And most leaders wonā€™t realize it until escalations start increasing.
Most leaders believe artificial intelligence will reduce pressure on their customer service teams.
In reality, itā€™s about to do the opposite.
Hereā€™s why.
AI is already removing the easy conversations.
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