Call Centers In The Age Of Artificial Intelligence and Bots - Any Relevance?

The telephone remains as the main platform used by consumers to connect with companies they have business with. In fact, a recent research conducted by Forrester revealed that the phone is still the most widely-used customer service channel – with 73% of customers calling into the call center. In a separate study from Arizona State University, the prominence of the telephone was also indicated: Customers are 11 times more driven to use a telephone to complain when they are angry. However, in today's high-touch constantly connected world where information spreads rapidly, the term using a call center in customer service may seem like a thing of the past. These days, a lot of organizations and companies are looking to the next big things in the customer service technology and communication channels – such as the Artificial Intelligence and Bots.