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cs.AI2025
Redefining CX with Agentic AI: Minerva CQ Case Study
Garima Agrawal, Riccardo De Maria, Kiran Davuluri +5
Despite advances in AI for contact centers, customer experience (CX) continues to suffer from high average handling time (AHT), low first-call resolution, and poor customer satisfa…
cs.AI2025
Reversing the Paradigm: Building AI-First Systems with Human Guidance
Cosimo Spera, Garima Agrawal
The relationship between humans and artificial intelligence is no longer science fiction -- it's a growing reality reshaping how we live and work. AI has moved beyond research labs…