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In the news – w/c 11th June

In the news – w/c 11th June

We explore the top stories from the customer service industry, from developments in the chatbot market to the opening of a new AI center.

Value of chatbot market set to exceed £1.34 billion

A report from Global Market Insights has found that the value of the international chatbot market is set to exceed $1.34 billion by 2024.

The main reason for the acceleration in growth is due to the technology’s increased applications in marketing and advertising activities. This has led to more companies adopting chatbots as they can provide a more personalized service to consumers. Read full story here.

Focus on frontline reps to improve customer service

A global survey from research and advisory firm Gartner has revealed that businesses that make their frontline customer reps the top priority can improve both productivity and customer service.

The research, which surveyed more than 2,000 customer service reps from nearly 30 companies worldwide, revealed that if reps were prioritized above customers then productivity could increase by 19% as employees would want to go the extra mile. Read the full report here.

Google to open its first AI center in Africa

Google has announced that it will open its first African-based AI research center in Accra, Ghana, later this year. The site, will explore the potential uses of AI technology in Africa, bringing together top machine learners and researchers from across the continent. Read the full story here.

Two thirds of Brits fear automation

New research by Streetbees, has revealed that a quarter of Brits fear automation, with three-fifths believing it could trigger an economic crisis. The report also noted that two thirds of people believe that there should be rules in place to stop companies replacing staff with machines. Read full story here.

 

Author: Editorial team Future. Customer.

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