Suppose we had a call center that nobody called? For well over a decade, companies have been trying to make that happen, first with those annoying “listen to the following menu because the options have changed” prompts, and then moving to online support and chatbots. All of these self-service technologies are aimed at reducing the staff needed to answer support calls (and of course their cost), but it’s AI that’s the recent focus. Now, our phones’ personal assistants may be about to partner with chatbots to put an end to the call center.
