By 2020, 85% of all customer service interactions will occur without a human agent. Instead, in addition to self-serve customer service, the majority of interactions will be driven by AI technology.

Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless.

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