11:45 - 12:30
Closing Keynote Panel: When Will the Contact Center Be Fully Automated?
The Wall Street Journal recently announced “robots on track to bump humans from call center jobs.” Yet data shows contact centers actually planning to increase in size. So, when will chatbots, cognitive computing, and AI start to successfully handle customer service requests? Join our panel to hear their predictions on when our customer service requests will be meaningfully and satisfyingly solved with no human involvement.
Moderator Ian Jacobs
, Senior Analyst, Forrester Research
, Lead Analyst-Founder, Opus Research, Inc.
, Research Director, Customer Experience & Commerce, 451 Research