Guide: Should you buy an AI agent or build your own?
The customer service leader’s guide to choosing which path is right for your business
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AI agents are already transforming customer service in some contact centers. But deciding whether to build your own AI agent or buy an enterprise-ready solution can be a tough call.
This guide can help you weigh the technical, operational, and strategic considerations behind each path. Whether you're equipped with in-house AI capabilities or exploring third-party options, this ebook offers a clear-eyed view of the trade-offs so you can make the best decision for your business.
What you’ll learn:
- What it really takes to build a safe, production-ready AI agent
- Which capabilities are non-negotiable for enterprise-grade AI performance
- Why human-in-the-loop design is essential for long-term success
- The factors that should drive your ROI calculations
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