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    Cresta’s Zayd Enam on How AI is Changing Call Centers

    Artificial intelligence is making major advances that enable it to play a more supportive role for staff in call centers.

    By
    James Maguire
    -
    November 8, 2021
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      I spoke with Zayd Enam, CEO of Cresta, about the major trends in artificial intelligence – including recent tech advances – that enable this emerging technology to play a more supportive role for staff in call centers.

      Among the topics we discussed:

      • Let’s talk about the market for AI, in terms of monitoring conversations, assisting conversations. What are some key trends here?
      • What’s a challenge in this market, whether a tech challenge or a human challenge, that’s holding it back?
      • There are many AI companies working in the call center space. How is Cresta different?
      • If you look to the future of the relationship between AI platforms and human operators, what do you see happening several years down the road?

      Listen to the podcast:

      Watch the video:

      James Maguire
      James Maguire is eWeek's Editor-in-Chief and has been reporting on emerging technology for more than 15 years. He has won two ASBPE Awards of Excellence for in-depth feature articles about cloud computing and artificial intelligence. He has covered the gamut of enterprise and consumer technology, and regularly communicates with leading IT newsmakers, vendors and analysts.

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