Kate Leggett, VP and Principal Analyst Forrester, has been looking at AI, Customer service, CRM and related areas for a long time. In her recent post she underlines 3 customer service mega trends. According to Kate, as AI eats predictable and repetitive jobs, SuperAgents will appear as Customer service becomes high touch. They will handle critical customer interactions that require deep subject matter knowledge or product ecosystem expertise.
Here are 3 broad trends she identified:
1. AI will replace customer service operations – predictable repetitive tasks allowing companies to attend to ballooning customer service requests through multiple channels.
2. Agent work will undergo sea change. Generalists will loose their jobs, while some will be repurposed. New breed of SuperAgents with deep domain knowledge and new jobs like that of Data Scientists, Automation specialists and Application developers will emerge.
3. Thus, agents will become more valuable. Skilled agents will attend to complex customer needs and the corporation will find rare opportunities to connect with customers and nurture relationships.
Link to the article : https://go.forrester.com/blogs/the-3-customer-service-megatrends-in-2019/