Chat: Humans v Bots Or A Blend Of Both?

This has been a repeated news item in the business media for a few years now. As automated systems and Artificial Intelligence (AI) gets better and better customer service agents will watch their jobs disappear – stolen by robots and software agents. The reality is far more complex because there are many reasons why a customer gets in touch with customer service. It could be a very simple requirement, like a password reset, or an application for a new mortgage that will require a detailed conversation with a great deal of personal information and documentation. There is no single type of customer service interaction and therefore one of the initial challenges that companies have found is deciding when an interaction can be automated and when a human should handle the interaction.