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.
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