By Mandy Reed, Marketing Manager (Global)
Warnings abound about the dangers of artificial intelligence (AI) and smart robots, with industry and academic experts such as Stephen Hawking and Bill Gates expressing concerns about everything from a huge loss of jobs to the end of the human race. Yet in a recent interview with the BBC, Garry Kasparov, chess grandmaster and keynote speaker at last year’s Social Robotics & AI conference, said this:
“Intelligent machines will not make us obsolete but our complacency might.”
So, should we be worried about intelligent machines taking over the world and triggering the end of life as we know it? Once seen as a far-off dream of the future and the stuff of science fiction, AI has become a reality in households and workplaces around the world. From the voice assistants on our phones to the self-driving cars in our streets to the chatbots providing customer service on Facebook Messenger, AI is having an impact on our day-to-day lives.
Customer experience professionals should also be questioning the impact chatbots and intelligent virtual agents are already having, and will continue to have, on the contact centre. The age-old debate about whether automated self-service or human-assisted support is better seems to be coming to a head as technology and generational changes are having a big impact on how we communicate with each other and companies. Are AI-powered chatbots the future of the contact centre, or are they a threat signalling the end of contact centres?
In order to get a realistic view of AI, we need to take a step back from the warnings, predictions, promises and hype to see where we are right now. The perfect place to start is the brand new whitepaper AI, Chatbots and Virtual Agents: The Threat to Mankind and the Contact Centre. This whitepaper discusses the warnings about the dangers of AI, the inflated expectations for chatbots created by unrealistic promises in the marketplace and the reality of using these technologies in the contact centre and for automated self-service. More specifically, it guides readers through:
When it comes to AI, chatbots and virtual agents in the customer engagement space, organisations need to make informed decisions based on realistic expectations. Download a full copy of this whitepaper to get a better understanding of the technology and how it’s already starting to impact your contact centre.
Publish Date: June 27, 2017 5:00 AM
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
|2.)||Orion Learning Services Inc.|
Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?
Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.
If you're looking to find the candidate/individual with the highest potential, call Orion today!
VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
|4.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
|Using Artificial Intelligence to Build Better Relationships with Customers||June 22, 2018 5:00 AM|
|[Meet the Team] Rachael Needham: Building Positive Relationships and Grounding Chatbot Technology in Human-ness||June 14, 2018 5:00 AM|
|Live Demonstrations of Artificial Intelligence in the Contact Centre||June 5, 2018 5:00 AM|
|C3 London 2018: Redefining customer care with conversational commerce||May 1, 2018 5:00 AM|
|Overcome Language and Culture Barriers with Chatbots||March 13, 2018 5:00 AM|
|Chatbots in Action – Creative Virtual at CCW 2018||February 13, 2018 5:00 AM|
|[Meet the Team] Maria Ward: From Virtual Agent Customer to Partner to Expert Member of the Creative Virtual Team||January 23, 2018 5:00 AM|
|CX in 2018: Digital Transformation Means Combining Humans and Chatbots||January 17, 2018 5:00 AM|
|Navigating the Chatbot Confusion in 2018||January 4, 2018 5:00 AM|
|AI, Chatbots & Live Chat: Separating Truth from Myth||November 28, 2017 5:00 AM|