White paper · 13 Apr 2018

Botman vs. Superagent: Man vs. machine in the future of customer experience

Robots have taken on repetitive tasks in contact centres. But can machines win over emotional customers? Peek into the future.

Customer experience during the rise of the machine

Half our jobs could be automated in the next ten years1

The question is – which half?

Our white paper – ‘Botman vs. Superagent’ – lets you time-travel to the contact centre of the future. Simple, repetitive tasks have been automated, but customers still want to hear a human voice.

‘Please hold for the next available robot’

It isn’t science fiction. Chatbots and applications have started changing contact centres. But the limits of machine learning remind us why human beings are irreplaceable. So indulge in some utopian thinking – and get ready for tomorrow.



Would you like to talk to a specialist?

Related content

Transform your customer service Embracing new channels and technologies can help you exploit fresh opportunities and stand out from the competition.
Chat, tap, talk: Eight trends making customers’ lives easier
BT image banner
Download full report
Use Case
Make your contact centre agents more productive How improving your visibility can lead to better customer interactions.