With both AI and ML solutions being used for customer work, it doesn’t necessarily mean they are replacing those positions at a company. According to a Forbes article on tech trends, they instead are being used as just one aspect of the customer journey, to provide convenience at the front-end of interaction.
While bots and other technology are being used more frequently, there will seemingly always be a need for that living, breathing person to interact with, especially for customers with distinctive and unusual concerns.
