Summary
Increased automation and the greater diversity of customer contact channels will complicate, not simplify, the job of contact center agents. Application development and delivery (AD&D) professionals need to anticipate the looming crisis and start retooling their contact center architecture to be cognitive. In the next 10 years, cognitive contact centers will incorporate artificial intelligence (AI) to personalize agent/customer matching, augment agent capabilities, and offload management tasks, allowing firms to focus more on strategy.
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