AI for Call Centers: It is Not Human Vs. Algorithms

Dean Chester is a cybersecurity expert. Artificial intelligence (AI) is already a big part of our society. In fact, Gartner says that by 2020, 85% of customer relationships with a company will be managed via technology. Considering that we can expect such revolutionary changes in the next 2 years, the question is – will customer service agents become sufficient? So far, we have seen the perks of chatbots and cloud call center software automation in handling tasks with speed and efficiency.