Companies are revolutionizing how they empower support teams and connect with their customers. By leveraging Generative AI to free live agents from mundane and repetitive tasks, businesses can streamline workflows and allow live agents to focus on what they do best — strengthening customer relationships and galvanizing loyalty. True success in leveraging AI requires more than advanced tools — it hinges on using innovative solutions to augment human performance and empathy. This report, produced in collaboration with MIT Technology Review Insights, explores how generative AI augments human understanding and emotional intelligence to elevate experiences for customers and employees alike.
