James Woudhuysen on Contact Centres 2030 The Shape of Automation to Come

Renowned futurologist Professor James Woudhuysen discusses the impact artificial intelligence (AI) is having on employees in the workplace and customer engagement. He looks at the evidence from recent research to suggest the fear that AI and robots will replace humans in the workplace is potentially misguided, as really key decisions are – and will continue to be – made by human beings. Additionally, he looks at how AI has the potential to help staff perform their jobs in new and more productive ways, as well as making significant improvements to customer service, both now and in the future.

Read more from Professor James in his blog article – Contact Centres 2030: The Shape of Automation to Come: https://community.verint.com/b/customer-engagement/posts/contact-centres-2030-the-shape-of-automation-to-come

Further information about the Future of Customer Service and Work is available in our eBook: https://stories.verint.com/story/future-of-customer-service-and-work-wv