Wondering whether Al replaces humans in contact centers? The answer is no — or at least, not yet.
Gartner Group has estimated that by 2020, 25% of customer service and support operations will integrate virtual customer assistant or chatbot tech across their engagement channels.
Although there are some kinks to work out, chatbots can augment what humans do, especially when designed with human-like qualities & personalities.
Read this guide to learn:
- How Al chatbots augment humans in contact centers
- Tips for designing and testing your chatbot
- Where & how chatbots fit into customer support