Dan Miller of Opus Research: If Bots Take Over for Humans We Only Have Ourselves to Blame

Before most of us knew what a bot was, Dan Miller, lead analyst and founder of Opus Research, was already looking at the potential impact the nascent technology would have on customer service and engagement. Now that bots, intelligent digital assistants and other conversational interfaces are becoming daily parts of all our lives, businesses of all sizes are expected to invest close to $5 billion by 2021, according to a new report from Opus ResearchDecision Makers’ Guide to Enterprise...

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