Contact center workforce 101: IVR vs. chatbots vs. agents
Think Customers
JANUARY 18, 2022
A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which we refer to as an associate, and vice versa. What is a chatbot? Chatbots are primarily text-based and scripted to answer only specific questions. The best fit. What is a contact center associate? The best fit.
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