Customer care: How the bot army will shrink the outsourcing pie In a recent interview, K. Krithivasan, CEO of TCS, said that AI will result in a “minimal” need for call centres within a year. He is probably right. Chatbots today are better in comprehending human languages; they are also cheaper. So, what happens to the human agent?
Customer care: How the bot army will shrink the outsourcing pie
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