Limitations and advantages of voice bots in customer service - using the example of a contact center

Abstract

With the integration of digital assistants into daily life, Conversational Artificial Intelligence has become significantly important for companies. Despite human-machine communication being extensively discussed in research, AI-based voice bots in contact centers are not prominent in literature yet. This paper,“ Limitations and advantages of voice bots in customer service –using the example of a contact center”,analyzes the limitations and advantages of voice bots when used in contact centers. Based on a comprehensive literature review and a summary of results from 14 expert interviews, a list of 14 limitations and 8advantages currently perceived for using voice bots in contact centers was compiled.