Author: Michael Stelzer

Modern and disruptive technologies that are set to speed up automation and reduce headcount aren’t a new revelation. We frequently hear concerns that artificial intelligence (AI) and robotic process automations (RPA) will come at the cost of jobs, whilst leaving customers without access to real people to help solve their problems. But despite this fear, the reality is far different. What the customer wants Technology and automation drive improvements in customer experience. Fact. Greater efficiencies, better planning and improved optimisations benefit the enterprise too, but none of this has to come at the expense of real people on the end…