Thumbs up on future role of AI and robots 

More than two thirds (69%) of business decision makers in senior management positions believe that AI speeds up the resolution of customer queries, according to a survey commissioned by Enghouse Interactive.

Over a quarter of respondents claimed that the implementation of new technologies such as robots and automation would most help them serve customers better.

Jeremy Payne, International VP Marketing, Enghouse Interactive, said: “We are living in a digital age and the use of AI and robotics are on the increase in the customer service environment. 

"This ongoing drive to automation has the potential to bring far reaching benefits to organisations and the customers they serve. 

"Yet, in making the journey to digital, businesses must guard against leaving their own employees behind and failing to allay their concerns about the digital future and their role in it. 

“After all, the implementation of bots and AI typically helps them deal more efficiently with routine enquiries, thereby relieving contact centre employees from having to deal with standard questioning all the time and adding greater value to the interactions with which they are involved.”

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