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Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. Here are my predictions on how the contact centre will evolve in 2020.
In 2020, we witnessed paradigm change in different avenues of our life. The current breed of databases and storage devices will fall short of these capabilities, and contact centers will need modern data analysis tools to transform the unstructureddata and gather meaningful insights.
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