Chatbots are changing business services


What is the role of chatbots in customer service systems? Will they replace the contact centres employees or will help them to resolve simple task to allow people to be focused on more complex issues? Are chatbots already mature technology and in what time can we expect them to be deployed? In its forecast, ABSL considers the rise of chatbots as unstoppable. “There is no doubt that it will happen, the question is only when,” says ABSL president Ota Kulhánek. “We estimate these systems will be able to replace 90-95% of customer service processes in 5-10 years.” Chatbots are not only another step in building a unified customer experience, but also in improving customer service and breaking down the routine work of contact centres staff.

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