For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a different story for customer service and sales. In a Forrester survey, 46 percent of companies said sales and marketing are leading the investment in and adoption of AI systems, followed by customer support (40 percent). With many companies putting wood behind the arrow of AI investments, there will be a ripple effect through sales, marketing, and customer support that impacts employees and customers.
Here are a few takeaways from our 2019 services and sales predictions:
In 2019, humans will make their voices heard amid the rise of machines in workforce and customer touchpoints. While many firms cling to the belief that AI, employees, and customers will work harmoniously together, smart companies know that AI investments must include concurrent investments in education on the impact of AI in their business and employees and how expectations, skill sets, and experiences will evolve. And in the area of customer service, prudent companies will implement the proverbial live human “safety net” (web chat) for when chatbots fail.
Tom Kaneshige, senior analyst and Daniel Hong, vice president and research director, Forrester authored this article, which is also here.
The views and opinions expressed in this article are those of the authors and do not necessarily reflect those of CDOTrends nor HR&DigitalTrends.