Call centers that rely on human service operators talking to customers over the phone are becoming a thing of the past. Their demise brings up the question, how will customer service change in the future? In today’s workforce, Artificial Intelligence, Machine Learning, Cloud and chatbots are becoming increasingly popular technologies. These emerging technologies are pitting chatbots vs call centers against each other and have the power to change the face of customer service.

Maciej Duraj, a multimedia journalist, wrote an article for Forbes about chatbots vs call centers and how CRM Cloud is beginning to replace call centers across the world. These automated, easy-to-use technologies are changing the future of customer service.

Chatbots are available on demand, and they can serve as the first line of help for customer problems. Machine Learning helps chatbots better understand human language over time, and this helps them understand different variations of asking the same question (i.e. “What’s my salary?” vs. “How much do I get paid?”). They can increase efficiency within organizations and provide quick, on-demand answers for customers and employees.

In addition to chatbots, CRM (Customer Relationship Management) Cloud also allows companies to manage all communications from a single source. This contact center software helps companies stay in touch with customers and respond quickly and effectively.

If you’re ready to get started, check out our video on how to build a chatbot with HCM cloud.

For more insights on the topic of chatbots vs call centers check out Maciej’s full article in Forbes.