Contacting customer service departments at a host of major companies is about to change big time, thanks to artificial intelligence.
"We're seeing about a 5% year-over-year decline in the amount of customer service work done via phone," said Kyle Priest, chief strategy and marketing officer at TTEC (TTEC) - Get Report , a business technology company that works with major companies like Cisco (CSCO) - Get Report and top financial institutions. "We'll have less people answering simple questions and we'll have them answering what we call tier 2 or tier 3 questions, which are the more complex and harder interactions."
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