Rapid development in robotics may lead automation in contact centers all over the world. Humans are still considered as the most critical part of good customer experience, but according to experts recent development in robotics will soon become enough smart to answer any type of analytical queries. But such automation process may not prove so effective in case of buying behavior of customers because that demands more grasp in communication skill and knowledge in language. A customer may prefer the ease, comfort and simplicity of technology which cannot be delivered by the robot, although they can be designed with millions of information and complicated critical reasoning skill. So there is a scope of continuous development by learning from mistakes and thus automated answering system can be efficient, fast and accurate to minimize customer complaints.
To read, follow: : http://www.forbes.com/sites/blakemorgan/2016/02/16/the-economist-predicts-robots-will-replace-contact-centers/#79b8d3f56834