Robots aren’t taking our jobs — they’re taking our side

With both AI and ML solutions being used for customer work, it doesn’t necessarily mean they are replacing those positions at a company. According to a Forbes article on tech trends, they instead are being used as just one aspect of the customer journey, to provide convenience at the front-end of interaction.

While bots and other technology are being used more frequently, there will seemingly always be a need for that living, breathing person to interact with, especially for customers with distinctive and unusual concerns.

Artificial Intelligence and Machine Learning are enabling a fast and accurate means of delivering practical analytics that can influence business systems in real time. They also enable front-end tools, such as chatbots, that can work with consumers to arrive at a much deeper point in their journey than call centers or standard online forms.

Source: Forbes