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I don't recall the names of the players that are better than Siri, but it's pretty safe to say better versions are coming. Robotic voices won't be the norm much longer. Pushing numbers and pound signs won't be the norm either. The creators of Siri are working on a better version under a different name currently, as is Google, Amazon and several others.<br />
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The statement that unskilled labor is going bye bye isn't made half-heartedly. These same kinds of predictions put companies like Google and Amazon at the top. There's a semi-secret race going on between the biggest companies in the world to see who can automate the most stuff the fastest because the one with the best tech wins.<br />
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Keep in mind I tend to think BIG. Not sure why, and some might call it "dreaming" but the way things have always been is not the way they're going to stay and it's not the way they'll be in 5 to 10 years. There are bots right now that can chat as well as humans (text) and write blog articles indiscernible by others. Other bots will speak indiscernibly from humans as soon as the tech is ready.<br />
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<a href="https://www.amazon.com/dp/B01IOCUUDW/?tag=tff-amazonparser-20" target="_blank" class="link link--external" rel="nofollow ugc noopener"><b><u>The Economic Singularity </u></b></a>offers a good overview if you want to check it out.<br />
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Just came out this year and covers predictions over the next 10 / 20 / 30 year periods.<br />
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Some companies will definitely keep humans on staff as long as possible. Some humans will be necessary in management positions for even longer. But when your competitor has software that speaks as good as a human, never forgets, never sleeps, and never makes mistakes, not to mention a life-time cost significantly lower and no human drama - then you'll be forced to do the same or your profits and your customers will likely disappear.<br />
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Why would customers stick with you when they can get the same, if not better, probably exponentially better service by crossing the street and using the company on board with tech?<br />
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A human in a call-center can create value or not. This is completely 100% true.<br />
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It's also true for automated software. Especially when machine learning comes into play.<br />
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The difference is that machines tend to improve while humans can go either way (and never improve exponentially).<br />
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<i>Note: This doesn't account for if humans merge with machines at some point.<br />
Note: These are reasons why I wouldn't touch a call-center. Not an argument for or against your decision to do so.<br />
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<b><a href="http://www.bloomberg.com/news/articles/2016-06-29/how-amazon-triggered-a-robot-arms-race" target="_blank" class="link link--external" rel="nofollow ugc noopener">How Amazon Triggered a Robot Arms Race</a></b><br />
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<b><a href="http://bgr.com/2016/05/25/amazon-echo-vs-siri-voice-recognition/" target="_blank" class="link link--external" rel="nofollow ugc noopener">Why Amazon Echo is Better to Talk to than Siri</a></b><br />
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<b><a href="http://www.marketwatch.com/story/foxconn-replaces-60000-humans-with-robots-in-china-2016-05-25" target="_blank" class="link link--external" rel="nofollow ugc noopener">Apple Supplier Foxcon Replaces 60,000 Humans with Robots</a></b><br />
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<b><a href="http://blogs.wsj.com/economics/2016/03/10/americans-think-the-robots-are-coming-for-many-jobs-but-not-their-jobs/" target="_blank" class="link link--external" rel="nofollow ugc noopener">People think Robots are Coming for Many Jobs but Not for Theirs</a></b>
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1. My original comment was directed towards business's that I plan to launch / own down the line. Most if not every one of your points were directed towards Amazon and Google.<br />
Which is an entirely different ball game.<br />
What works for them, won't necessarily work for every other business on the map.<br />
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2. I am all for automation and realize that is "where" the world is headed. Companies like Amazon and Google should be competing to produce the best tech year after year, but to say "the best tech wins" in any business, is not correct.<br />
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-If I launch a car dealership, having better technology isn't going to make my car lot the best in the area.<br />
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-Just as, the Marriot won't dominate the hotel industry by having the best tech.<br />
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3. I to am a dreamer, like to think outside the box, and fully understand our world we live in is every changing. However, "predictions" are predictions.<br />
No one is arguing that technology is on the rise, and machines are replacing pointless tasks/duties that simply don't require a human being.<br />
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All about it.<br />
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4. My original point:<br />
I'm not a fan of robotic answering machines that offer a snail process of reaching some one to assist your situation when dealing with a company.<br />
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I am fully aware that bigger and better technologies are being built and will launch relatively soon.<br />
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If you take out the robotic voice, all the button pushing, and make it a completely flawless process that never makes a mistake, never misses a beat, and can out perform any human being on the planet 365 days a year.<br />
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Well that my friend, is again an entire different ball game. But, still has 0 impact on my thoughts on the subject.<br />
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5. Generalizing every business as one, and stating competition will cross the street due to better technology makes me question your complete point.<br />
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Your a great writer, and make some solid points. You make sure to include your copy skills and all the articles you've read to back it all up.<br />
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But at the end of the day, nothing you said was relevant to my original point.<br />
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I will only have winners on my team, no matter the biz.<br />
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They will be qualified, good at what they do, and most importantly have integrity.<br />
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Which is why I open the doors to any competitor down the line that thinks their "2nd gen siri automated phone bot" has any shot at competing with my customer service department.<br />
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Lastly, there will always be a need for call centers with real human beings.<br />
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Take a life insurance business for example.<br />
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Should I be worried about the company having some sort of a siri bot calling their prospects or the company down the street with a call center full of closers?<br />
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Either way, you do you, and I'll do me.<br />
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Best success</div>
