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Will Robots Replace Contact Center Agents?

By Erica Marois | Date Published: December 01, 2016 - Last Updated August 22, 2018 | Comments

This week our #ICMIchat community discussed the impact that automation, bots, and emerging technology are already having on the contact center. They also predicted what the future might hold. Will robots ever replace contact center agents? Read this recap to find out when and how our experts think that may happen. For a full transcript of the conversation, be sure to head over to Storify.

Join us next week as we look back at some of the biggest industry trends of 2016. Just use and follow #ICMIchat on Twitter to participate. 

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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