Artificial Intelligence (AI) is making call centres more expensive - not cheaper (By Sanjay Govender)

Sanjay Govender, Head of GBS/BPO Solutions at Qrent, argues that artificial intelligence is increasing the cost of call centre operations rather than reducing them. He explains that the infrastructure required to run AI tools, such as compute power and low-latency environments, is driving up expenses. This counterintuitive trend is being observed in South African call centres as AI becomes more integrated.

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