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Chatbots, contact centres and the perfect blend of humans & machines in CX
chatbots, contact centres and CXIs Artificial Intelligence (AI) a threat to the contact centre or even to mankind’s existence? It sounds like the plot to a Terminator movie, however leading minds including Stephen Hawking, Elon Musk and Bill Gates have all been quoted for saying we need to be careful with AI, so as to not let it become so intelligent that humans would become superseded. The common consensus is that AI is helping humans and is a good thing, but we need to be realistic about its current limitations. In the customer service environment, chatbots powered purely by self-learning machines are not yet sophisticated enough to provide an optimal experience, and need to be controlled and curated by humans. 

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