With the rise of digital channels and self-service technologies such as chatbots and other artificial intelligence (AI)-based technology, are we seeing the end of human interaction with the engagement center (contact center)? Likewise, does the availability and adoption of digital channels mean that engagement centers can begin reducing their investment in human engagement specialists (agents)?
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Source: http://www.startek.com/news/will-healthcare-customer-service-centers-be-staffed-by-chatbots
Publish Date: August 23, 2018 |
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