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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.
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The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far more complex. Application development and delivery (AD&D) pro
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