Josh Ayres and Valur Svansson
IP Integration Limited
The Fourth Industrial Revolution in the Contact Centre
The Industrial Revolution was the transition to new manufacturing processes in the period from about 1760 to 1840. This transition included going from hand production methods to machines, new chemical manufacturing and iron production processes, the increasing use of steam power, the development of machine tools and the rise of the factory system. The Second revolution used electric power to create mass production. The Third revolution used electronics and information technology to automate production
We are experiencing the Fourth Industrial Revolution right now within the Contact Centre Market with Digital Workers (Robots) and Artificial Intelligence Solutions that will fundamentally alter the way we live, work, and relate to one another; The transformation will be unlike anything anyone has experienced before.
Within this presentation we will draw parallels between the industrial revolution of the past and the digital workers of today and highlight the benefits to the business, the re-skilling of staff and the social effect of companies pioneering this technology.