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Australian Unions Push Back on AI in the Contact Centre

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The Growing Influence of Australian Unions in Contact Centres

Australian unions have taken a leading role in shaping discussions around AI in contact centres. Their concerns reflect broader anxieties about automation and its effects on workers. In a landscape where artificial intelligence continues to transform contact centre operations, union leaders call for action. At the Productivity Summit, the Australian Council of Trade Unions (ACTU) argues that automation should not undermine worker rights and job security. Their campaign champions legislation to regulate AI, making sure workers have a seat at the table when decisions arise that will shape their professional futures.

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Blog

The Future of AI in Contact Centres: What’s Next?

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Artificial intelligence (AI) has been changing the contact centre landscape for several years, with many organisations recognising its potential to improve customer service. Despite the growing enthusiasm, some companies are hesitant to adopt AI due to the high costs associated with advanced models. However, the contact centre industry appears poised to buck this trend. It is an exciting time to see the impact of AI in contact centres across the world.

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Blog

Avoiding the AI Hype Bubble

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In the merry old land of Oz (the fantasy land, not a nickname for our sunburnt country), little Dorothy is told by Glenda (the Good Witch of the North) that she has always possessed the ability to get what she wants.  All Dorothy must do is tap her ruby slippers together and say the magic words.

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