Human vs digital

We are entering a phase of automation that will change the roles of customer service, sales and marketing professionals forever.

Some may argue the rise of artificial intelligence, chatbots, data analysis and self-service puts the role of the humble human being at risk, but is this an underestimation of the value we place on human contact?

In this series we look at some of the areas of growth in automation across the sales, service and marketing functions, and assess where brands will be expected to balance the human side of their engagement with the digital, to meet customer expectations.

2
Back in 2011, Gartner boldly predicted that by 2020 85% of customer relationships would be managed without human intervention . While that...
1
In this extract from new book ‘ What to do when Machines do Everything: How to Get Ahead in a World of AI, Algorithms, BOTs and Big Data...
0
You can credit IBM’s Watson for creating a platform for artificial intelligence integration into a multitude of business and customer-...
0
Nowhere is the balance between human and digital being tested more rigorously than through the medium of messaging apps. Whether it be...
1
While 2016 was a breakout year for chatbots, it is worth putting the technology’s emergence in perspective. Forrester research reveals that...
0
Organisations installing chatbots to shore up their service proposition might anticipate a few teething problems – as is the case with many...
0
We’ve seen the worst of chatbots , but what about the best? With a 70% failure rate on Facebook Messenger, it’s clear that the majority of...
0
As we discussed in an earlier article ( When and why do chatbots make a mess of customer service ), chatbot deployments are in danger of...