Contacting customer service departments at a host of major companies is about to change big time, thanks to artificial intelligence.
"We're seeing about a 5% year-over-year decline in the amount of customer service work done via phone," said Kyle Priest, chief strategy and marketing officer at TTEC (TTEC) , a business technology company that works with major companies like Cisco (CSCO) and top financial institutions. "We'll have less people answering simple questions and we'll have them answering what we call tier 2 or tier 3 questions, which are the more complex and harder interactions."
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