Visit any typical contact center in 2018 and one thing is constant: the sheer number of people involved. Visit any modern warehouse and by contrast automation dominates the working environment. Will contact centers follow suit?
Some have argued that as AI becomes progressively embedded into organizational life we will see a rapid decline of the human workforce. For instance, one of the more recent forecasts quoted 30% of UK jobs at ‘high risk’ by 2030. (source: 2017 PwC report)
This paper contains:
• How does this translate into a prediction for contact centers?
• Separating AI from the pixie dust
• Why this generation of self-service changes your operating model
• The journey to smarter service