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.