Messaging the robot: Improving mission-critical business needs with A.I. and bots (VB Live)

Classic IVR automation already reduces customer service call costs by more than 90 percent--imagine what sophisticated A.I. can do. Join bot technology experts and A.I. scientists as they explore this and many other business implications of a world where bots join the conversation. "We've got to do something about how we communicate with customers," says Tobias Goebel, director of emerging technology at Aspect Softare. "We don't want to be stuck in the 20th century." He points to the primary market research that shows that the era of the phone call is coming to an end in a time when an entire generation rarely, if ever, makes phone calls, and even baby boomers would prefer to text customer service questions than pick up the phone to talk to a rep.