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. In our Whitepaper we , we outline some of the top factors to consider when implementing AI and Chat Bots into the contact centre to help ensure that your automation strategy is a success.
Download our whitepaper “Factors to Consider When Building AI and Chat Bots into the Contact Centre”.
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