{"id":72579,"date":"2025-07-30T12:01:25","date_gmt":"2025-07-30T11:01:25","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72579"},"modified":"2025-07-30T12:01:25","modified_gmt":"2025-07-30T11:01:25","slug":"how-ai-is-revolutionizing-modern-contact-centers-scorebuddy","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/how-ai-is-revolutionizing-modern-contact-centers-scorebuddy\/","title":{"rendered":"How AI Is Revolutionizing Modern Contact Centers"},"content":{"rendered":"<p><a href=\"https:\/\/www.youtube.com\/watch?v=Hy_ntGfVuUw\" target=\"_blank\" rel=\"noopener\">Watch on YouTube<\/a><\/p>\n<p>In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by <strong>Emmanuel Doubinsky, Product Director at Scorebuddy<\/strong>.<\/p>\n<p>The pair dive deep into how AI is reshaping the modern contact center \u2013 from quality assurance transformations to data security challenges and the critical issue of agent burnout. In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation.<\/p>\n<p>Highlights include:<\/p>\n<ul>\n<li><strong>How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving.<\/strong><\/li>\n<li><strong>The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities.<\/strong><\/li>\n<li><strong>The critical importance of data security in cloud-first contact centers, with Scorebuddy\u2019s approach to IT certifications, transparency, and safeguarding customer data in AI deployments.<\/strong><\/li>\n<li><strong>Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools \u2013 if used wisely \u2013 can ease the load without disengaging agents.<\/strong><\/li>\n<\/ul>\n<p>Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI\u2019s potential beyond mere automation.<\/p>\n<p><a href=\"https:\/\/www.scorebuddyqa.com\/\" target=\"_blank\" rel=\"noopener\">Visit Scorebuddy\u2019s website<\/a> to explore their AI-powered quality assurance solutions.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Watch on YouTube In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center \u2013 from quality assurance transformations to data security challenges and the critical issue of agent burnout. In this engaging discussion, [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":72580,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,60908],"class_list":["post-72579","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-contact-center","category-tv","tag-artificial-intelligence","tag-ccaas","post_format-post-format-video","brands_to_track-scorebuddy","editorial_type-interview","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How AI Is Revolutionizing Modern Contact Centers - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, CCaaS and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/how-ai-is-revolutionizing-modern-contact-centers-scorebuddy\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How AI Is Revolutionizing Modern Contact Centers\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center &amp; 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