![]() This however doesn’t mean that humans will be entirely replaced by chatbots. However, the content of the work will change and new positions will emerge.” – ALEXANDER DE RUITER, CEO AT OBI4WAN Robots will not be able to replace humans. ![]() “Although bots are becoming more intelligent, we believe that the human workforce will continue to be necessary. If we believe Gartner’s forecast, then we can expect to see many more successful chatbot applications in practice in the coming years.” – ALEXANDER DE RUITER, CEO AT OBI4WAN “Chatbot technology is easily accessible, even for small and medium-sized businesses. Gartner predicts that by 2021, 15% of all customer service interactions will be handled entirely by AI, which would be a 400% increase from 2017. As virtual assistants that work hand in hand with customer service agents, chatbots make customer service more efficient, while increasing both customer and employee satisfaction.ĪI taking over customer service interactions Chatbots are an important means for automating customer contact. This shift in communication to more closed channels has lead to an increase in messages and has therefore put more pressure on the customer service departments who deal with these. For some time now we have seen a shift from customer contact via public social media channels to customer contact via live chat and messaging channels, such as WhatsApp and Facebook Messenger. ![]() Customer service - largest chatbot domainĬhatbots are taking off, especially in customer service where organisations are many times challenged to provide fast, personal, high quality and around-the-clock service via multiple digital channels. ![]()
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