Future of Customer Service Technology 5 Key Trends
Now that you’re aware of the trends, let’s cover how you can use this up-and-coming technology to improve your customer service. To maintain the same level of customer support while working remotely, companies will need to adapt their approaches to training and management and use a cloud-based, remote ready tech stack. In the aftermath of Covid-19, most customer service leaders plan to utilize a hybrid or full-time remote model for customer service in the future. As customer experience becomes the difference between keeping or losing customers, companies are increasingly turning to technology to create great customer experience. Customization will be key moving forward, and that’s where communications platform as a service (CPaaS) comes into play. CX leaders can use custom apps, low-code/no-code development platforms and APIs to integrate the apps into their contact center or UC platforms.
As more players enter the AI arena, the scramble for GPUs intensifies, leading to potential bottlenecks in AI development and deployment which adds further complexity to the ability for organisations to adapt to the normal in AI. We are seeing robotics and humanoids from companies such as Boston Dynamics and Tesla having to look at solving this problem as various robots need to co-exist and locally communicate the decide how to carry out a task. This year, we’re witnessing an intimate revolution in how we interact with technology, with the world of AI and wearables fusing alongside extended reality (XR) devices. These devices are not just gadgets; they’re extensions of our digital selves, blending seamlessly into our daily lives. Poised to redefine tech’s ecosystem, generative AI shifts from a hype-cycle balloon that’s “going to burst” to a core strategy and more of a sure thing, just as the airships are making a comeback. Use the RFP submission form to detail the services KPMG can help assist you with.
Subscribe to Real Insights for Operations
Enterprises will be able to fine-tune SLMs so that they can be tailored to specific tasks and domain-specific functions. This will meet the legal and regulatory requirements, which will accelerate the adoption of language models. Food and recipe subscription boxes, for example, drive a ton of support tickets when an item is missing, damaged, or spoiled. You can deliver highly personalised and detailed communication right to an inbox. When you find yourself writing, “Sorry if this is too complicated,” consider a video email explaining the issue instead. Usually, they’re pretty frustrating to talk to and until they aren’t, top companies will be hesitant to roll them out.
This paradigm shift revolves closely with the concept of data products, where enterprises will have the opportunity to monetize their agents in the same way they did with their models and datasets. While responding to consumer complaints through formal channels is still crucial, companies must also acknowledge that customers may contact them and voice their problems through other channels. This includes online forums, social networking sites with reviews, review websites, and even direct texting.
Written by Born Digital s.r.o.
As a bonus, your QA team will be able to identify specific areas where agents succeed or challenges they’re experiencing that might require additional training. He also adds that it’s important to challenge these examples to gain a better understanding of the intrinsic or situational factors that enabled the person to respond with empathy. Enable your customers to solve their own problems with the help of an AI-powered chatbot, and a comprehensive knowledge base. Companies can use a range of different tools both on the customer side and internally, on the agent side. “If you’ve ever worked in a call center for a major corporation this probably sounds like science fiction. But I promise, it’s just around the corner for the best companies out there.”
Team leads have other things to focus on, so a new role should be created specifically for this — one that works not only on agent service quality but also for spotting business-related issues customers mention. Let’s just say you can use your agents to better understand customers’ perspectives and experiences. This provides them with the ability to adjust their responses accordingly, pinpoint areas of improvement, and provide excellent customer service. Virtual assistants and video are the two fastest-growing customer interaction channels.
Yet the vast majority (68%) of Americans fear self-driving cars, not a number that is set to diminish anytime soon. These strategies aim to help you enhance your business’s value by gaining valuable insights, making data-driven decisions, and effectively implementing improvements across your organisation. As we look towards 2024, it’s clear that the ability to create and leverage small foundational models will be a key differentiator in the competitive AI market. This shift marks a significant move towards more personalized, efficient, AI solutions. This shift extends beyond mere convenience; it represents a fundamental change in user interaction paradigms.
But it’s not just about security; it’s about the seamless integration of our digital selves across various platforms. With the proliferation of AI marketplaces and tools, traditional pricing strategies are being re-evaluated, making way for innovative approaches that cater to the unique nature of AI services. But the ripple effect of this revolution extends beyond traditional tech entities. With the growth of autonomous agents and the surge in wearable technology, there will be the Apple iPhone and App Store moment again. AI marketplaces are emerging as adaptive and responsive platforms, reshaping the way we think about technology transactions and interactions.
Questions about our new AI chatbot, Fin? Here’s everything you need to know
These agents use data to learn, adapt to new situations, and make decisions with little human intervention. For example, OpenAI has created tools such as custom GPTs that make effective use of autonomous agents, indicating significant progress in the field of artificial intelligence. Webinars offer face-to-face, real-time content right to the mobile or laptop of your customer. For example, if you had a critical issue (e.g. a global pandemic impacting delivery times) you could create one announcement webinar that all customers can attend, rather than calling your customer service team.
AI enabled sales and operational planning (S&OP) and integrated business planning (IBP) applications will help eliminate the gap between supply chain planning and execution. Low touch planning will take large swaths of manual work out of the end-to-end planning process and leverage the power of advanced analytics to answer deeper questions with minimal human intervention. AI will be able to analyze data at scale, identify anomalies, search for patterns that lead to unexpected disruptions, and make suggestions on how to solve them—almost instantaneously.
Enhanced Customer Experience
This problem has long been a problem in high-volume hiring settings, but the tight job market in the post-pandemic era has fueled even more resignations in recent years. Intercom commissioned an independent market research firm to survey a random sample of 593 support managers and leaders. Top businesses like MongoDB, Aer Lingus, and Medallia are already seeing the benefits of the Conversational Support Funnel with Intercom. Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings.
Staying up to date on emerging trends helps companies improve and adapt to shifting customer needs and expectations. This allows you to constantly monitor your performance and identify areas for improvement. Customer support has come a long way over the last few years and will continue to evolve. Innovation will drive new technologies that allow companies to deliver better support and continually improve the customer experience. Even in the face of ever-increasing customer expectations, customer service leaders don’t have the budget to scale their team sizes to meet the new volume of requests.
Complementary related insights
If this is something other than your area of expertise, let the experts handle it. You can concentrate on expanding and enhancing your business by delegating your customer service to an experienced BPO. Managing a customer support team in-house requires bringing in hordes of new hires and dealing with all the complications that come with that.
In the UK, when Monzo and Revolut grew their customer base rapidly, the “wow” factor was certainly a large contributor to their growth. Both banks provided a previously unseen level of transaction convenience, and the clarity on customers’ financial situation was wonderful because the banks let them know instantly when money is withdrawn from their account. With increasing complexity like this, it’s critical to provide a seamless experience throughout the customer journey. Some customers are digital savvy, some are not, some have strongly preferred communication methods, some don’t mind.
- The best starting point for customer service technology is to invest in a cloud-based helpdesk.
- Use this insight to craft future messages that avoid sounding negative to customers.
- High-performing service organizations are using data and AI to improve efficiency without sacrificing the customer experience.
- At the same time, it will also serve as a much-needed differentiator for your brand.
- This paradigm shift will play a significant part in the future of customer service.
- This eliminates any subjectivity that could be introduced through manual scoring.
For enterprises that have more than 3,000 employees, they’re 50% more likely to want to make that transition. The year 2023 has experienced a dramatic transition in the domain of artificial intelligence, presenting it as a critical year of (r)evolution for innumerable enterprises and individuals alike, including our company. In the face of rapidly emerging technologies and the era of generative AI, now is the time for strategic adoption — a time to be alert and innovative, yet measured and thoughtful. QA raters and team leads are tasked with the crucial responsibility of assessing tickets, understanding their context, and providing valuable feedback.
Seven out of ten board of directors accelerated their digital transformation and half might change their entire business model in the wake of COVID-19 disruption, according to Gartner. If there is something that pandemic has taught businesses globally, they should be ready for eventuality at any given time. Many physical businesses were caught off-guard when the Coronavirus pandemic hit. With the onset of digitalization, customer service has been experiencing an acceleration in transformation. According to a study by Boston Consulting Group in 2019, companies with the highest customer satisfaction score have generated twice as much shareholder value over the last 10 years relative to the average score.
- Understanding customers’ needs and expectations for the service experience is integral to improving loyalty and creating customer value.
- The understanding that customer feedback contains insightful knowledge that can influence corporate goals, improve products and services, and enhance customer experiences has led to the demand for VoC analytics.
- Doubling down on that differentiating factor by building both product experience and your marketing around it will help you develop brand clarity and penetrate the market faster.
- These structural trends will shape new operating models and improve broad processes.
Read more about 5 Emerging Trends That Will Shape the Future of Customer Support here.