GUEST: In the enterprise support field, there’s a trend to have self-service bots replace human assistants. In fact, by 2020, Gartner estimates that customers will manage 85 percent of their brand relationships without talking to a human, and brands are answering this call for more self-service. However, there will occasionally be a point at which self-service tools alone will not […]
How to decide when self-service bots should call human assistants for help
Venture Beat - 20 Jul 2016 16:05
GUEST: In the enterprise support field, there’s a trend to have self-service bots replace human assistants. In fact, by 2020, Gartner estimates that customers will manage 85 percent of their brand relationships without talking to a human, and brands are answering this call for more self-service. However, there will occasionally be a point at which self-service tools alone will not […]
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