AI Impacts Contact Center Industry, But Not Enough to Replace Human Agents

October 29, 2018 / GuidesFor Team

Contact centers are the frontline of businesses in reaching out to their customers. Over the years, artificial intelligence has invaded the way companies communicate with their clients. Gartner analysts predicted that at least 25 percent of customer service operations will be run by AI by 2020. Companies are expected to handle customer requests through their websites, mobile apps, and social media platforms using machine learning and natural language processing.

With AI, customers expect their engagements to be flawless and real-time. But experts said that AI cannot replace human agents due to the disparity in quality, efficiency, and personalized services. At the end of the day, customers would still prefer talking to a live person who can empathize with their problems and direct them towards the right solution. – Rub Valdez

Read the source article at Call-Back Software for the Call Center

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