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Predictions 2019: Customer Service And Sales

January 7, 2019


For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a different story for customer service and sales. In a Forrester survey, 46% of companies said sales and marketing are leading the investment in and adoption of AI systems, followed by customer support (40%). With many companies putting wood behind the arrow of AI investments, there will be a ripple effect through sales, marketing, and customer support that impacts employees and customers. Join Tom Kaneshige, Ian Jacobs, Kate Leggett, Art Schoeller, and Daniel Hong as they discuss 5 bold predictions for customer service and sales in 2019.

Key takeaways:

  • Learn more about the backlash against poor chatbot deployments and why the deployments are poor.
  • Get knowledge on the expected behavioral impact of AI-embedded sales technology on sales teams.


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