Machines + Humans: The Next Chapter

Apr 8, 2020 10:00:00 AM

Bots and Humans for Customer Service

Robots, automated assistants, virtual reps … the technology powering these types of services is being built into contact centers and customer service departments worldwide. And for good reason! Self-service tools give customers immediate assistance while providing relief to busy human agents who are happy to leave routine tasks to the bots so they can handle the complicated issues. 

Understanding the tech behind the offering can prove somewhat tricky, however knowing how this technology improves life for your human agents and can improve the experience for your customers is important. And, unless you majored in computer science, I’m going to guess that you have a few questions. That’s why we wrote this paper. 

Read on to learn about the tech behind these advances – it’s called Machine Learning (ML) – and discover why smart machines are critical to the success of your human workforce and business at large. This paper will answer key questions such as:

  • How does self-service technology impact my CX?
  • How should I leverage ML to help my human agents?
  • How do I fold ML into my business right now?


Don’t waste another minute; take a little time to educate yourself on this very powerful technology and start planning to implement ML into your business to offer your agents and customers the experiences they all deserve.


Liz Cahill

Written by Liz Cahill

Recognized as one of PR Week's “Ten Rising Stars” in 2005, Liz Cahill has been working in the public relations industry for more than two decades with a focus on technology and lifestyle. During this time, Cahill has partnered with clients big and small, working on strategy development, message creation, media outreach, social media programming, event planning, ghostwriting, and pretty much anything else her clients throw at her. Originally a “Jersey girl,” Cahill has lived in Boston, New York City, and Los Angeles. She currently resides outside of LA with her husband, daughter and twin sons.