How AI is Transforming the Contact Center

Today's contact center agents must be able to communicate with customers not only on the phone but via social media, instant messaging, video conferencing and web chat. How can humans do it all? That's why many companies are implementing bots powered by artificial intelligence to work in their contact centers and communicate with their customers. Gartner predicts that, by 2020, 85% of all customer interactions will no longer be managed by humans. Facebook, Apple, Microsoft and Google are all building virtual assistants and chatbots that can respond to voice queries and engage in a fairly natural dialog with users.