How Smart Machines and Social Media are Reinventing Customer Care

When CIO Magazine predicted four years ago that machine-learning would one day replace traditional interactive voice response (IVR) in call centers, some scoffed. No one is scoffing anymore. Technology has turned the entire call-center universe on its head. Cognitive IVR is just the start. Millennials who grew up texting and chatting online don’t want to talk to a person or a machine on the phone. They want fast, easy answers with a few clicks. So contact centers are gearing up to interact with them where they’re most comfortable – online, using social media, chatbots and avatars. At least that’s what the most advanced commercial contact centers are doing. Most government contact centers still have a way to go to catch up. Indeed, as commercial firms gain in sophistication, satisfaction with…


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