Bots – the new age of customer interaction

A thought provoking article regarding the use of Chat Bots.  But where will it end?  Ultimately it’s likely we would never know whether there was a human on the other side or not – do we care?  The use of Bots in the contact centre world seems an obvious value add to a customer experience, but could they replace sales people all together? It’s hard to imagine a process that didn’t involve the ‘human touch’ but what if the efficiencies were so great that the value to the customer became exponential?  So many questions…

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