Automation and AI: Finding the balance in contact centres
Without a clear understanding of how AI fits into the overall strategy, contact centres risk misalignment, says James Guthrie, founder of Smartz Solutions.
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Rise of the machines
The rise of chatbots represents a major shift in the way that businesses interact with customers.
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VR Coming to Get You: Consumers Set to Serve Themselves through Bots and VR by 2020
More than three quarters of brands will deliver Customer Experience through VR and chatbots in the next four years, Oracle research finds.
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Are Chatbots revolutionising the customer service industry?
As businesses globally seek to reduce overheads while boosting customer service and efficiency, there is a meteoric rise of the Chatbot and AI, linked to automated and intelligent self-service.Accordingly, many customer service centres are currently being converted to self-service with the roll- out of automated customer service software that can proactively and intelligently isolate and solve customer queries and problems by analysing their own databases.