Remove 2008 Remove Chatbots Remove Virtual Agent
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The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

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All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

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2019 in Review: Conversational AI and Customer Experience Trends

Interactions

Facebook had only recently developed their chat function in 2008, which was really only used for communication between friends. Chatbots passed through the Great Filter. If 2018 was the year of chatbots, then 2019 was the year when chatbots had to prove their worth and usability.

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CCaaS Trends: The Evolution of Cloud Contact Centres

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The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.