Image credit: "A is for Automation," by Thomas Brechler
The “fact” that we stand to lose the artificial intelligence (AI) race to the Chinese, Russians, North Koreans, et al seems omnipresent in tech media buzz these days. It has jumped into national discourse because of its centrality to cyber war preparedness. While I appreciate our need in the U.S. to “win,” I am circumspect about AI hyperventilation and its touch tool, BOTs.
How long do you think it will be until virtually all tier 1 call center agents are replaced by AI bots? I addressed this a bit in my Machine Learning session at last year’s Business Communications Summit.
The bot space has been changing rapidly. A few years ago, bots were automated chat agents. They would aim at replacing customer service representatives in case of traffic spikes or when all were busy. Very rudimentary, they usually left consumers frustrated. Bots are now enjoying an incredible momentum. As they reach the peak of inflated expectations, one can wonder if it is a temporary fad. I believe bots are here to stay and here is why.