Transforming Customer Service Operations

By CIOReview | Monday, March 5, 2018
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FREMONT, CA: Gartner has recently revealed that by 2020, 25 percent of customer service operations will resort to virtual customer assistants (VCAs). With more and more customers adopting digital channels, virtual customer assistance are being implemented to handle customer requests on websites, mobile applications, social networks and consumer messaging applications. This development is supported by improvements in machine learning, intent machine capabilities, and natural-language processing.

Gartner’s research showed that there was a 70 percent decline in call, chat or email enquiries in several organizations after the implementation of VCA and it overall boosted customer satisfaction. VCA offers much more than only information. It helps enhance customer experience helping users throughout interaction processes on behalf of the customers.

It is believed that by 2019, 20 percent of brands will abandon their mobile apps and 84 percent of organizations expected to increase their investments in technology such as Customer Experience (CX) in the year ahead. Other Gartner predictions for CX leaders to know while developing a customer strategy include: The support operation can integrate VCA—which is also known as chatbot—across engagement channels by 2020. It is expected that two-thirds of all customer experience projects will make use of IT by 2020. This will almost be an increase of 50 percent compared to 2017.

The number of enterprises using IT to improve customer experience will steadily rise. Those not using technology tend to be related to recruiting, training, governing and managing customer-facing employees. It is also expected that 30 percent of all B2B companies will employ artificial intelligence to augment their major ales processes by 2020. By the same year even 40 percent of all data analytics projects will be in relevance to customer experience.

Organizations will become more responsive to their employees, customers and suppliers with experience of virtual environments, obtain real-time information, and engage in social collaboration without a small, limited display and a limited point of view.