Why chatbots won’t replace humans

By |April 25th, 2016|

(published via Memeburn)

Fear-mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook will be making use of chatbots via Messenger to deal with customer queries.

The concern, of course, is that the development and inclusion of intelligent tech will replace humans in

Visual IVR – Creating a more engaging customer service environment

By |April 22nd, 2016|

Anybody who has ever had to phone a call centre knows the frustration of listening to numerous menu options before eventually being able to speak to an agent. But thanks to the emergence of visual interactive response technology, this no longer needs to be the case, says Bruce Von Maltitz, co-founder at 1Stream.

“Whether it is