Meet the New CX Power Couple: Bots and Agents

Automation first found its way into customer service as a means for companies to keep up with the ever-increasing number of devices and channels customers use to interact. And while it sparked initial fears that “the robots will take all our jobs,” what we’ve seen recently is that blending chatbots and human agents can actually help improve the performance of both, while also elevating the customer experience (CX).