Role of machines
- Interact with customers and employees
Enterprises have started integrating chatbots and voice assistants into their customer service quite recently. Even so, according to a Gartner report prediction, by 2021, 85% of customer interactions are expected to be managed without humans. Meanwhile, according to SalesForce, with the help of chatbots, 64% of human agents can work on more complex problems, while without chatbots, the number decreases to 50%. In addition to customer service, such virtual agents also assist employees by finding the needed information faster.