Will we still need service employees in 5 years? Will Amazon's Alexa customer contact completely change? And is a written chatbot easy to convert to speech and therefore suitable for telephony? We submit it to Arjan van Hessen (Telecats/ University of Twente) in three propositions: Yes or no?
Making a spoken chat turns out to be a lot more difficult than is often thought. Just copy-paste is not the way to go. Want to know more? Then read the article by Arjan van Hessen about fully voice-activated chatbots.
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