Robotic process automation (RPA) and artificial intelligence (AI) is set to revolutionise the customer contact centre over the next decade, with advancements in new technologies transforming the way that customers interact with brands.

Our recent whitepaper has revealed that more than a quarter (27 per cent) of contact centre operations could be automated by 2020, rising to nearly half (45 per cent) by 2027.

As a result, it’s expected that employee productivity could almost double as new technologies potentially reduce the amount of time it takes to complete a task by 49 per cent.

The new whitepaper, ‘Customer 2027: How automation, RPA and AI will transform the way that companies deliver customer service over the next decade’, takes an in-depth look at how the development of new technologies could transform customer service, reviewing how it could potentially impact both businesses and the contact centre workforce, over the next ten years.