Information & Communication Technologies

Virtual Assistant Invasion—Will They Take Over the Contact Center

Advancements in Speech Technologies, Big Data and AI Unlock Growth Potential for Customer Care
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Published: 15 Dec 2016

Employing advancements in technologies such as artificial intelligence (AI), machine learning (ML), Big Data and Analytics (BDA), and natural language processing (NLP), VAs are emerging as viable self-service options across industries. Investigating VAs as part of an omnichannel and digital transformation strategy should be a strategic imperative for any company. This growth insight lays the groundwork for where to look and what to look for in the virtual assistant arena, and provides examples of how VAs are being deployed.



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