A number of these artificial intelligence relationship managers entered the scene, evolved or made traction this year, aiming to make consumers happy and agents’ lives a little easier.
- Automation risks impersonal customer service. But to some, bots are more about being available where consumers frequent and expanding your coverage abilities.
- According to Contactually's CEO Zvi Band: "2016 was simply about gaining the knowledge that bots are here. We're in the hello stage."