New Year, New Agents: How AI is Breathing New Life into Customer Service
JANUARY 10, 2019
I’ve already provided my overall predictions around AI in 2019 , but another area I think we’ll see a dramatic shift away from the status quo is in how customer service teams work overall and, fundamentally, how they approach and grow in their careers. While customer experience is front and center these days, the experience of the customer service agent often gets overlooked. Here’s why: Chatbots will handle the grunt work. So here we are, 2019.