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The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences
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As the world adjusts to a new reality with many unexpected challenges, businesses have to ensure that they are continually providing uninterrupted service to all their customers and foster a collaborative environment for their remote employees. Some businesses are having to scale their operations to support a sudden influx of customer requests, while others are dealing with significant shifts in the types of customer experience they now need to prioritize. In fact, the current crisis has pushed many companies to ramp up with AI and automation; but yet maintaining the connection with their customers and employees.
Forrester’s report highlights three key trends that CX organisations need to commit to in order to deliver the experience that best aligns with the customer’s journey and preferences.
- AI is the foundation of customer service operations
- Agents will focus on work that increases customer engagement & their satisfaction
- Superagents will rise as CX organisation evolves its culture
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AI is the foundation of customer service operations
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- Self-service technologies
- Robotic process automation
- Prescriptive AI
- IoT Insights
- Robots
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AI empowers super agents to focus on work that matters
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- Enchanced customer context
- Adaptive experiences
- Collaboration and autonomy
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AI transforms the agent workforce
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- Staffing practices
- Success measures
- Evolved culture
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