24 min

10. How The Contact Center is Poised to Change in the Next 5 Years (Part 3) w/ Rowan Trollope That's Genius!

    • Business

Chatbots are the new IVR.
 
When you’re not talking to a human, they’re incredibly dumb (and not very helpful). A select few companies have gotten them right, but overall people are desperate to speak to a human as soon as possible.
 
In the third and final part of our interview with Five9 CEO, Rowan Trollope, we talk about company culture, a failed experiment in conversational intelligence, and why there is still a bright future for the pairing of humans and AI—despite our built-in reluctance to go all-in on robots.

Chatbots are the new IVR.
 
When you’re not talking to a human, they’re incredibly dumb (and not very helpful). A select few companies have gotten them right, but overall people are desperate to speak to a human as soon as possible.
 
In the third and final part of our interview with Five9 CEO, Rowan Trollope, we talk about company culture, a failed experiment in conversational intelligence, and why there is still a bright future for the pairing of humans and AI—despite our built-in reluctance to go all-in on robots.

24 min

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