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Will robots ever replace contact center agents?


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This week our #ICMIchat community discussed the impact that automation, bots, and emerging technology are already having on the contact center. They also predicted what the future might hold. Will robots ever replace contact center agents? Read this recap to find out when and how our experts think that may happen. For a full transcript of the conversation, be sure to head over to Storify:

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Will robots ever replace contact center agents?

  1. 1. Will robots ever replace contact center agents?
  2. 2. A recap from the November 29, 2016 #ICMIchat
  3. 3. Q: As a customer, how does automated service make you feel?
  4. 4. Q: Does your company automate any aspects of service? How well does it work?
  5. 5. Q: What can contact centers do to improve the IVR experience for customers?
  6. 6. Q: Which types of service interactions are best suited for self- service or automation?
  7. 7. Q: Many restaurants, airlines, and hotels are moving towards a mostly self-service model. Good idea or bad idea? Why?
  8. 8. Q: Does increased automation change the job description for frontline employees? How so?
  9. 9. Q: Q: Some "experts" believe virtual agents will eventually replace live agents. Do you think this is feasible? Why/why not?
  10. 10. Join us every Tuesday at 1pm ET for #ICMIchat Just follow & use the hashtag to join us! More info: