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Botman vs superagent: Man vs machine in the future of customer experience

The fear of "robots taking all of our jobs" is nothing new. In 1811 the people who gave us the term for resisting technological progress, the Luddites, destroyed the new automated looms that they felt would result in the loss of their factory jobs. In 1928, the New York Times printed the headline ‘March of the Machine Makes Idle Hands', and in 1930 economist John Maynard Keynes coined the term "technological unemployment".

Variations of the same headline have appeared as technology has evolved. But are things different this time? Or are our mechanical overlords about to make us all redundant?

This whitepaper takes a look at how automation is going to affect jobs and skills, and how machine learning can be harnessed to improve the customer experiences we deliver.