How automation will enhance the call centre experience

We’re more used to automation than ever before. There may have been some grumbling about the self-service checkouts that have become the norm in many supermarkets, but it turns out many people are happy to scan their own shopping in return for the speed that these kiosks offer. Inside the home, it’s a similar story—despite scare stories about always-on surveillance by tech giants like Amazon and Google, people are using Alexa and Google Home every day to adjust their heating and play music