Artificial Intelligence Digital Assistants are rescuing Customer Service

Conclusion: As the nature of work is becoming less routine and linear, the most effective collaboration solutions are supporting the ways that teams and individuals want to work.

At the same time, customer service techniques are changing to appeal to individuals in the ways that they like to be treated.

Developments in business work flow and customer service are emerging in four broad generations of deployment:

  • Business process, work flow and customer service have morphed from document and transaction-centricity to
  • augmentation by social networking and mobility applications, followed by
  • increasing support from a conversational (Chat) model aided by interactive robotic speech, and
  • in future, even more personalised and intimate experiences delivered by Artificial Intelligence (AI) and Virtual Digital Assistants (VDA).

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