Dr Nicola Millard
BT Global Services
Botman vs. SuperAgent: how intelligent technologies will shape the future of the contact centre
We're currently witnessing a customer experience revolution. Will Botman or SuperAgent save the day?
Dr Nicola Millard shares insights from global research on how consumers are changing their attitudes towards digital service. Are ‘bots going to take over? How do human agents fit in? Using a combination of research and practical experience, we will explore the realities of combining man and machine at the customer interface.