There is a great deal of discussion in the marketplace regarding robots and artificial intelligence (AI) and their future role in the contact centre. Much of this is hype.
A lot of people are talking hypothetically about what robots might do in a customer service context. Fewer are using a truly AI-driven approach to engage with customers today.
There is no one-size fits all answer here. Some organisations will continue to use human service as a key part of their value proposition and differentiation, but most are bringing in a growing element of AI and automation as they move to a more self-service-based approach.
As early as 2011, analyst, Gartner was predicting that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.
But, as they implement chatbots and other types of AI, there are a range of pitfalls businesses need to watch out for. Here, we outline some of the biggest and how businesses can best avoid them.
Click here to download our resources to help you on your journey with ChatBots and AI strategy into the contact centre.
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