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Can Artificial Intelligence Replace Contact Center Agents?

UJET

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

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Can Artificial Intelligence Replace Contact Center Agents?

UJET

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

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Get the conversation right: Chatbot vs. messaging

Think Customers

In most cases it’s an artificially intelligent virtual agent that greets users in the corner of the screen with the option to continue the conversation with the AI or transfer to an agent. Find the right mix of technology and humanity. Chatbots are primarily text-based and scripted to answer specific questions.

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The Definitive Guide to Chat Bot Strategy

Bold360

Chat bots, in their most basic form, aren’t really new in terms of technology, but chat bots are suddenly becoming massively popular thanks to massive adoption of messaging services like Facebook Messenger, and brands aren’t wasting the opportunity to get in on the action. Virtual Agents / Chatbots Directory (Chatbots.org).