30
May
Let me start by stating the obvious: Automation has its best home in the contact center. At many brands, agents make up 10% of the workforce. They are the face of your brand to your customers, providing critical empathy and solving important problems. Agents also spend a lot of time performing rote tasks for customers that really should not require a human. The cost of an automated interaction is generally about a tenth of the cost of a conversation with an agent. This cost differential provides gaudy ROI numbers, prompting brands to implement chatbots and interactive voice response (IVR) systems…