Robots in call center

Man vs. Bot: Does automation lead to better CX?

Automation is one of the hottest trends in business today, and for good reason. By effectively utilizing chatbot technology, brands can unleash its potential to enhance the customer experience, while saving money and reducing volume in the contact center. However, the idea of completely replacing human agent support with machines can make the topic of chatbots an uneasy one for many.

During a recent Frost & Sullivan Executive Dinner & Think Tank, 16 thought leaders from 11 leading tech brands came together to discuss how to utilize AI-enhanced automation to improve both the customer and agent experience. The results below may surprise you!

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