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At times, the growing ubiquity of chatbot technology casts a long shadow on the world of contact center agents. The IBM Watson Blog , for one, estimates that “85% of all customer interactions will be handled without a human agent” by the year 2020. Agents can query chatbots the same way a customer would.
Some common channels used are website chatbots, social media messages, support emails, and IVR systems. There is no room for agents to initiate a call in an inbound contact center. You need to consider whether you have realestate to spare for the contact center.
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