Call Centers Chase a False Holy Grail of Artificial Intelligence and Full Automation

Evernote founder Phil Libin is betting big on conversational bots. He left the now-famous startup he launched in 2007 last year to join venture capital firm General Catalyst, and he sees conversational user interfaces becoming a game changer on the level of the iPhone. “In 2007, I had this vision when I first touched my very first iPhone where I kind of understood what the next five years would bring, and I haven’t had that kind of clarity since,” said Libin in an interview with Business Insider. “And now, I have the same kind of feeling about bots, about conversational UIs.” Such technology could revolutionize customer service and upend contact center opertions. If chat-based bots take over, the need for human representatives would disappear over night, allowing companies to cut…


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