Over the past three years, we’ve been overwhelmed with hype around AI and automation’s impact on customer service interactions. By now, we were all supposed to be regularly interacting with voice-based robotic systems that were indistinguishable from human beings — remember the Google Duplex demo from the spring of 2018? Like those jetpacks we were promised as kids, the future does not yet resemble our science fiction dreams. Improvements to these customer-facing service systems have been much more incremental than revolutionary. But 2020 is the year we will see real evidence of dramatic changes to customer service organizations themselves. AI will create new challenges in the form of job displacement, salary expenditures, and internal restructurings; companies must anticipate these issues and be prepared to confront them head on.
Forrester’s 2020 customer service predictions report outlines how automation is going to change the contact center from the inside out. AI-fueled changes are coming, and organizations must be proactive and prepare for some major changes in how they staff, run, and manage the performance of their customer service teams.
Here are some of the predictions from our full report:
Ian Jacobs, principal analyst at Forrester wrote this blog, which can also be found here. Several Forrester analysts contributed to this year’s predictions, including: Ian Jacobs, Kate Leggett, Art Schoeller, and Daniel Hong. Hailey Colin also contributed to this blog.
The views and opinions expressed in this article are those of the author and do not necessarily reflect those of HR&DigitalTrends.