From the Editor

Welcome to the June issue.

Will robots soon replace contact center agents? I came across on online prediction tool that calculated a 55% probability of that happening. So, in other words… maybe yes, maybe no. More recently, I had a chance to talk with a few innovative companies that provide AI customer service solutions. They describe a scenario in which machines take on the monotonous manual parts of the job, and free agents to connect on a emotional level and personalize the human connection with the customer. The result—higher quality and more efficient service delivery, satisfied customers and happier, engaged service staff. You can read more about it in the June issue.

Susan Hash
Contact Center Pipeline