Call center agents spend half the call saying “please hold while I check my systems.” Kunal Kochhar of Ema says their agent assist does that work behind the scenes. In the study he cited, the lowest performers matched the best, and the best went 10 to 20 percent higher.
My question: is everybody getting the opportunity? His answer: it leveled the playing field because it’s unique to each person.
Recorded on the floor at HR Tech 2026. Listen to Inclusive AF: https://inclusiveafpodcast.com
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