AI on the headset. Partner or rival to the consultant?

The expansion of large language models and their integration with business processes are transforming the Contact Center environment dramatically. Consultants are gaining digital assistants, and the teams developing these solutions work side by side with generative tools that help write code, test logic and plan interactions. Herein lies a paradox: the creators of automation feel they might be replaced by it. The cure isn’t about clinging to old roles but rather redefining skills and the organizational culture.

AI by the consultant’s side

A great example of such collaboration is the AI Concierge developed at Orange. This tool helps advisors in real time by tracking the conversation’s context, suggesting procedures, generating summaries and recommending next steps. Consultants don’t have to switch between apps because AI interprets the customer’s intentions and provides the needed information at the right time.