Artificial Intelligence (AI) and Bots have become the latest buzzword in today’s business landscape, more specifically in the areas of marketing and customer service. Undoubtedly, these tools are shaping the future of business. When used right, these advanced technologies can speed up customer interactions and automate mundane tasks, which can result in significant cost savings and higher productivity.
With all these advantages, it is easy to see many companies invest in such technologies nowadays. But while AI and bots can be useful in retaining customers and building loyalty, too many brands are not paying enough attention to the most important customer channel they have: the telephone.
Even today, the phone is still the most-used, and therefore most important, a channel for customer service. To learn why call centres will still be an indispensable part of customer service despite the emergence of AI and bots, check out the infographic below from Global Outsourcing.