Bots Rule, Agents Drool

February 01, 2023 by Dave Michels

An agent-centric view of customer service remains the gold standard for customer experience – but there’s a strong case to be made that bots are already doing customer service better

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By Dave Michels

Dave is an independent analyst and founder of TalkingPointz which is focused on enterprise communications. In addition to this (free and paid) content on TalkingPointz, he contributes to industry sites, can be found at major industry events, and provides advisory services to vendors and financial analysts.

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