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Predictions 2019: This Is The Year to Invest in Humans, As Backlash Against Chatbots and AI Begins

Blog: Forrester BPM Center of Excellence

For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a different story for customer service and sales. In a Forrester survey, 46% of companies said sales and marketing are leading the investment in and adoption of […]

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