The machine learning revolution

Do you remember ten years ago when phones used to be the prime point of contact for customer-related issues? Businesses could rely on call centre agents to respond to customers in a couple of days. It took a while, and the communication options were limited. Today the rise of e-commerce, multiple communication channels and the proliferation of mobile devices has meant that consumer behaviour has significantly shifted. We now demand access to immediate information and want our issues to be solved instantly at the click of a button. However, while advancements such as the move to mobile and e-commerce have undoubtedly propelled the customer service industry forward, it's the technology that is still evolving, like machine learning and AI, which will have a much larger impact on the future of businesses' customer relationships.