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Do you participate in our weekly Twitter chat? This is the place to continue the conversations, network with fellow chatters, and find recaps, topics and questions for upcoming chats.

Will robots replace agents? Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 71


11/29/2016
ericamarois
ericamarois
Moderator
Posts: 71
Hi, friends!

Hope you all had a wonderful Thanksgiving holiday. I'm excited to be your host again today for #ICMIchat. Today's topic: will robots replace agents? Let's discuss the impact that automation and emerging technology will continue to have on the contact center. Here are today's questions:

Q1: As a customer, how does automated customer service make you feel? #ICMIchat
Q2: Does your company automate any aspects of service? How well does it work? #ICMIchat
Q3: What can contact centers do to improve the IVR experience for customers? #ICMIchat
Q4: Which types of service interactions are best suited for self-service or automation? #ICMIchat
Q5: More restaurants, airlines & hotels are moving towards a mostly self-service model. Good idea or bad idea? Why? #ICMIchat
Q6: Does increased automation change the job description for frontline employees? How so? #ICMIchat
Q7: Some experts believe virtual agents will eventually replace live agents. Do you think this is feasible? #ICMIchat


Please invite a friend and join us today at 10am PT/ 1pm ET :)
Chat with you soon!
Erica

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Erica Strother Marois
Community Strategist, ICMI
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bradleyyoung04
bradleyyoung04
Posts: 7


12/20/2016
bradleyyoung04
bradleyyoung04
Posts: 7
I am very much a firm believer in the fact that humans are always going to prefer to interact with other human beings. I know myself then whenever I am forced to interact with a robot, I feel somewhat frustrated and don't feel as valued as a customer.
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