Rise of the Robots! Are live agents necessary in the future?
An examination of how and when conversational AI and Machine Learning should be used in Contact Centres – and when they should not!
About David Moore
A qualified Biochemist, David started his 25+ year commitment to the IT Industry in the early days of client server development in the financial industry and then moved to focus on systems integration. A natural transition into Customer Relation Management saw David work as customer advisor across all industries developing Customer Engagement Strategies (with aligned IT capabilities) across these key industries. David’s Customer Service expertise spans 20 years and is excited to be at the start of yet a new era of possibility for Customer Service brought by Machine Learning and Artificial Intelligence