Putting Human Call Center Agents on Hold - Unified Communications Strategies

How long do you think it will be until virtually all tier 1 call center agents are replaced by AI bots? I addressed this a bit in my Machine Learning session at last year's Business Communications Summit. I've been discussing the topic with my colleague Dave Michels, and we agree that the impact of artificial intelligence on contact center operations will be significant. Chatbots are the first step, but automated bots that naturally interact with callers will initially reduce and eventually eliminate all but the most complex human agent interactions during the next decade. The industry has arrived at a formidable convergence of natural language processing, speech synthesis, machine learning, and declining compute costs that will make it possible to produce outstanding customer service outcomes from AI bots within the next five years – if not sooner.