Contact center workforce 101: IVR vs. chatbots vs. agents
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JANUARY 18, 2022
And in cases where a customer needs or requests to speak to a person, the IVR can route the call quickly and seamlessly to an expert associate. What is a chatbot? Chatbots are primarily text-based and scripted to answer only specific questions. Chatbots are primarily text-based and scripted to answer only specific questions.
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