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In the news – w/c 16th July

In the news – w/c 16th July

We explore the top stories from the customer service industry, from the latest research in artificial intelligence and automation to improving engagement through chatbots.

Artificial intelligence will be net UK jobs creator, finds report

A new report from global consultancy firm PwC revealed that the implementation of new technologies, such as automation and artificial intelligence, could create more jobs than it displaces.

The study estimates that AI would generate slightly more jobs (7.2m) than it displaced (7m) by boosting economic growth. While some jobs may be replaced by automation many more new ones are likely to emerge as real incomes rise. The firm estimated about 20% of jobs would be automated over the next 20 years and no sector would be unaffected. Read the full story here.

'Chatbots' to be used to help Cardiff council answer questions about bins

A council’s cabinet of a city in Wales has approved a new digital strategy, which proposes using chatbots to handle initial queries about waste disposal. The chatbots will allow employees to focus more on complex inquiries that require direct human interaction.

According to a council report, chatbots would also improve engagement with non-native English or Welsh speakers as they would be able to automatically translate around 80 languages. Read the full story here.

Gig Economy on the rise: Customer service agents show strong interest working as on-demand agents

According to Aspect Software, a call center technology and customer experience company, the Gig Economy is becoming increasingly popular and customer service agents are looking to get in.

Aspect Software’s 2nd annual 2018 Agent Experience Index found that 80 percent of agents see the ability to pick up additional shifts, when they want, via an ‘Uber-like’ app as a compelling reason to be a Gig Economy worker. Read the full story here.

Author: Editorial team Future. Customer.

Tags for this article Chatbots (37) Customer Experience (95) Customer Service (108) Digitization (167)


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