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Podcast: What happens to customer service when the robots take over?

10th Apr 2018
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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.

For more information about the role of AI and robots in customer service, visit our content hub for articles, reports and infographics:

Martin Hill-Wilson   

Susannah Richardson      Steven Van Belleghem Chris Ward 
Martin Hill-
Prof. Steven,
van Belleghem,
Chris Ward,


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