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Technology advances at a very fast pace. In the past 10 years, we have seen a lot of new innovation brought into the business landscape – with AI and Bots being the most advanced so far.
These two platforms aim to provide businesses with a plethora of new possibilities, including in the areas of customer service and sales.
Many experts believe that AI, and its accompanying technology – bots, are the future of customer service, and can be the cause of the ‘death’ of the call center industry.
According to a Salesforce, deploying AI for Customer Relationship Management will increase global business revenues by $1.1 trillion by 2021.
This is why they have invested heavily in their next-generation platform with both internal development and several big acquisitions to try to capture a large share of this market.
But despite the emergence of this platform, more experts believe that AI and Bots will not replace call center center, but rather complement it.
A Forrester research states that the phone is still the most widely used customer-service channel, with 73% of consumers calling into a call center. However, web self-service and digital channels like chat are also being widely used by many companies these days.
To see why call centers still remain relevant despite the rise of AI and bots in customer service, check out the infographic below from Global Outsourcing: