We all know robots are coming for our jobs. But what happens to customer service when the robots take over the world?
An estimated 91% of service and support roles are expected to be lost to the robot and artificial intelligence uprising within the next 20 years. In this podcast we discuss the likelihood of this prediction coming to fruition, and further examine:
- What role tangible and intangible artificial intelligence and robots are currently playing in customer service. - Why Pepper the service bot may not be answering calls in a contact centre any time soon. - Why chatbots are so en vogue and how successful they've been to date. - What role humans play in an AI-driven customer service function and the practical approach businesses can take to using AI.
We enlist the help of founder of customer service consultancy, Brainfood’s Martin Hill-Wilson; Professor Steven Van Belleghem of Belgium’s Vlerick Business School, who specialises in the future of customer service & experience, and Susannah Richardson, head of marketing for artificial intelligence provider, IFS MPL systems.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.