Trends Report

Roles Within The Contact Center Will Adapt To Partnering With AI

January 3rd, 2020

Summary

Routine customer service jobs will be the first to go as AI and automation move into the contact center. Some customer service agents will remain to train the machines. The customer service agents who outlast automation will be the product experts who nurture customer relationships. AI and automation will create new roles to develop and improve chatbots.

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