Automation is everywhere these days enabling users to accomplish a wide range of tasks – from ordering pizza, checking luggage at the airport, booking a hotel room, right through to booking a doctor's appointment. And the customer service industry is no exception. Advancements in technology continue to transform customer service interactions. By 2020, a Gartner study projects more than 85% of all customer interactions will be handled without the need for a human agent. From improvements in loyalty and brand reputation to new revenue streams, the pathway to real-time self-service in customer service brings huge opportunities to forward-thinking businesses.
Apr-25-2017, 17:31:26 GMT