Will robots ever replace contact center agents?

A recap from the November 29, 2016 #ICMIchat

Q: As a customer, how

does automated service make

you feel?

Q: Does your company automate

any aspects of service? How well

does it work?

Q: What can contact centers do to improve the IVR

experience for customers?

Q: Which types of service interactions are best suited for

self-service or automation?

Q: Many restaurants, airlines, and hotels

are moving towards a mostly self-service

model. Good idea or bad idea? Why?

Q: Does increased automation change the job description

for frontline employees? How so?

Q: Q: Some "experts" believe virtual agents

will eventually replace live agents. Do you

think this is feasible? Why/why not?

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