Vikas Prasad. “Human-Centered Platform Engineering for AI-Driven Omnichannel Automation in Enterprise Contact Centers”. International Journal of Intelligent Systems and Applications in Engineering 14, no. 1s (May 7, 2026): 750–759. Accessed May 12, 2026. https://www.ijisae.org/index.php/IJISAE/article/view/8241.