Bots Make Your Agents' Jobs More Difficult.

“Robots are 5 years away from taking all the jobs in customer service.”

The first time I heard that statement was 20 years ago at the start of my career in customer service. At the time I was just looking for a way to pay bills, but it was meant to be. I fell in love with call centers.

“All these jobs are going to be done by computers within 5 years.”

I soon realized how profoundly mistaken this statement was & how it would herald some of the greatest and most overlooked challenges of customer experience design.