Does Automation and AI Mean The End of People-Based Customer Service?


Kura and Inisoft recently teamed up with the Director’s Club to understand the future of person-to-person customer communications with the advent of new technologies such as automation and AI.  The Director’s Club surveyed 100 customer service professionals in relation to this topic and have produced a new report based on the findings. 

This report is now available for you to download.

Highlights include:

  • Automation and AI, does this mean the end for people-based customer service?
  • Customer Service in the next five years; what will and should be automated, and what enquiries should never be automated.
  • The rise of AI and Chat Bots; 70% of survey respondents said they believe their organisation will use them in the future.
  • The future contact centre agent; what role they will play and why 66% of organisations surveyed think they’ll require higher qualifications to perform their job.

To download your copy of this report, please click to your right.

If you’d like to keep up-to-date with this research series, you can register your interest here

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