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Pundits and experts alike are predicting the demise of Call and Contact Centres at the hand of rapidly advancing AI systems, and it is easy to see why. Google have recently demonstrated remarkable gains in conversational AI used as a booking engine. At the same time, IBM Watson has demonstrated an encyclopedic knowledge and a reasonably sophisticated ability to debate. But could they all be wrong? For sure, Call/Contact Centres are far from ideal, but they replace other (older) modes that were even worse and we should take care not to throw the baby out with the bathwater!