As many enterprises kick-start their Generative AI journey in customer service, the burning question is: How much longer will the human-centric contact center exist?
With the increasing power of large language models, it’s clear that AI will play a major role in how companies interact with their stakeholders in the future. But despite the excitement around the growing capabilities of chatbots, traditional service channels aren’t going away anytime soon.
In fact, only 8% of customers that Gartner surveyed said they relied on a chatbot for their most recent support interaction, according to a June 2023 report. And just 25% of those individuals said they would use one again.
