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Future of Agents

Athena @ ST 18 January 2017


Agents and brokers will have to work smarter in 2017 and roll with the punches as technology further encroaches on their jobs. This year 2 out of 3 customer interactions will no longer require human intervention. By 2020, 85% of customer interactions will be managed without a human. If you're currently in an agent role then your job is at risk.
What is changing?

Technology

Agents

Implications

Sentiment

Forecast:
Insight:

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