Artificial Intelligence and chatbots are the latest additions to the customer service landscape. Both promise tempting rewards: faster customer service, fully-automated processes, and higher profits. However, the reality of the actual application of these cutting-edge tools tells another story. Despite being on trend today, many businesses are frustrated on how these platforms impact their operations and budget, let alone the quality of service they provide to their customers.
While there is no doubt that these tools are shaping the future of customer service, people still are choosing to to call and speak to an actual agent. Here are just a few of the reasons why call centres will remain relevant in the age of AI and bots.