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Cresta’s CMO on the Unified AI Workforce – and Why Synthetic Customers Are the Next Big Thing

The debate around AI replacing contact centre agents is getting louder. Cresta’s answer, backed by its latest workforce report, is clear: that’s the wrong question. Banzon told CX Today that “76% of interactions today are being handled by both humans and AI already working in tande

• Cresta’s CMO on the Unified AI Workforce – and Why Synthetic Customers Are the Next Big Thing

  CX Today 02 Jul 2026

  The debate around AI replacing contact centre agents is getting louder. Cresta’s answer, backed by its latest workforce report, is clear: that’s the wrong question. Banzon told CX Today that “76% of interactions today are being handled by both humans and AI already working in tande

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