- 14 September 2017, 08:00 in Customer Experience

Getting to ACE: Autonomous Customer Experience

We hear a lot of hype about how AI technology, such as chatbots, is advancing to minimise the amount of contact a customer has with a contact centre, so does that mean that the human customer services agent will become obsolete?

Well, underneath the hype of AI, the reality is that chatbot development has plateaued, and the understanding matured.

Alongside this limitation is the fact that customer interactions themselves are becoming more...

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