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Booz Allen’s Michael Isman: Automated Interactive Messaging Could Replace Call Centers

Michael Isman_Booz Allen Hamilton_EM
Michael Isman

TYSONS CORNER, VA, July 19, 2016 — Michael Isman, a Booz Allen Hamilton (NYSE: BAH) vice president, has stated that the company believes private and public institutions will utilize automated interactive messaging technologies to provide customer service, ExecutiveBiz reported Wednesday.

Isman said there is a possibility that call centers could be replaced within the next five years by chatbots designed with artificial intelligence, machine learning, automated analytics and crowdsourcing tools, FedScoop reported July 12.

“What we’re trying to do is push our federal clients to actually move into these areas because not only does it simplify the interaction with citizens, it’s actually a cost-reduction opportunity around these programs, ” he said.

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David Smith
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david.smith@executivemosaic.com

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