AI is automating call center agent wellness, contact center automation trends for 2025, and more…
Welcome to the CX AI Newsletter where Ofer Ronen, the CEO of Tomato.ai, shares the latest generative AI news affecting customer experiences. Ofer’s current company Tomato.ai softens the accent of call center agents in real time. He previously led Contact Center AI work at Google.
Here’s the latest in generative AI and the customer experience:
AI is Automating Call Center Agent Wellness - As customer service teams grapple with rising workloads and the challenges of managing vast information streams, AI-powered automation is emerging as a valuable tool to help enhance call center agent wellness by enabling proactive interventions aimed at reducing agent stress and improving overall performance. From No Jitter
2025’s Contact Center Automation Trends – As we enter the second quarter of the 21st century, automation and related technologies are expediting and managing manual processes in order to keep up with fast-changing customer expectations. Here’s how these emerging contact center trends are shaping the future of automation, along with some insights to help your business make the most of them. From Technology Reseller News
AI Improving Contact Center Agent's Eyes, Ears and Voices – Rather than replacing jobs, the value of AI is in doing jobs that enhance the ears, eyes and voices of contact centers – their agents. Using AI in the contact center is contributing massively to quality management by taking away the laborious activities associated with it. From Tech Radar
A Look Inside The Rapid Adoption of the Cloud Contact Center – More and more businesses are migrating their contact center solutions from legacy on-premise hardware and software to cloud-based contact center solutions. And, it’s shaping up to be the busiest year for those activities to date. Here’s why the industry is seeing such a dramatic shift and why it’s happening now? From Fast Company
Study Finds Customer Satisfaction Scores Influence Shareholder Value – New research shows there’s an argument to be made that good customer experiences lead to better profits for shareholders. According to the results of the study, companies with the highest customer sentiment scores are also experiencing the best stock performances. From No Jitter
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How AI Will Transform Contact Centers in the Next 5 Years
In this white paper, Ofer Ronen, CEO of Tomato.ai, shares three predictions, for senior executives at BPO and enterprise contact centers to consider, on how AI will shape the future of contact centers over the next five years. Then actionable next step are provided to help executives stay ahead of these trends, and their peers.