By How long do you think it will be until virtually all tier 1 call center agents are replaced by AI bots? I addressed this a bit in my Machine Learning session at last year’s Business Communications Summit.
I’ve been discussing the topic with my colleague Dave Michels, and we agree that the impact of artificial intelligence on contact center operations will be significant. Chatbots are the first step, but automated bots that naturally interact with callers will initially reduce and eventually eliminate all but the most complex human agent interactions during the next decade.