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Capgemini IT: GROWTH ACCELERATOR

IT trends spotted and checked by experts

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Bots get better at customer service


8 Sep, 2016 10:12 am

Improvements in language-processing algorithms, machine learning, cloud storage, and search engine technologies are making it possible for bots to successfully replace human interaction in customer service roles in more advanced ways.


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While today's bots can take sales orders or search for directions with voice commands, they are increasingly simplifying complex man-to-machine interactions. Bot applications, for example, will allow users to perform relatively complex tasks such as creating invoices or contracts through voice interaction. Instead of entering information with a keyboard, users will speak commands to a bot interface as if they were interacting with a human. 

One of the end results is an increase in productivity, since bots will assume the more complex role of running software while human users tell the bots what to do via simple voice commands. 
TAKEAWAY TREND
In many ways, bots will serve as personal assistants that can perform time-consuming and complex tasks via relaxed and conversational commands.
Explore the Trend: Bots, a priority in customer relations 
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