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Based on a survey of customer support and support (CSS) leaders around the world, Gartner has shared four key trends, using five technologies, to watch in customer service.

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Four important customer service technology styles

Trend Number One: Technologies that enable reps are bringing most value to service organizations

While newer technologies such as artificial intelligence (AI) and virtual reality (VR) are usually increasingly growing in popularity within the client service space, Gartner says that employee-centric technologies like workforce management, case administration, consolidated desktop agent, internal collaboration tools, and unified communications currently deliver the particular most value to the customer support function.  

These types of systems focus upon performance, monitoring, and development to support d ay-to-day or intraday flexibility, n ew operational needs to manage the new work world, and brand new demands plus expectations associated with customers.  

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Trend Quantity Two: The future lies in understanding the particular preferences and behaviours of digital customers

Gartner’s study revealed that in the next two years, digital self-service channels like online account portals and mobile applications, as well as predictive consumer analytics, are expected to become valuable capabilities for services organizations.  

Digital self-service channels can help assistance organizations save money, and according to Gartner, CSS leaders should invest in analytics in order to be able to understand and predict customer behaviours on these channels to improve customer experience.

Trend Amount Three: CSS leaders expect most gains from data and analytics

Over the next few years, the particular focus will not only be on analyzing customer data making use of digital analytics, sentiment analysis, and machine learning, but also taking that will data to make informed decisions using the actionable insights, based on CSS leaders.  

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An example associated with this would be virtual customer assistants (VCAs)/chatbots plus interaction assistance tools that can make use of the insights provided by speech and text analytics to better understand the customer’s language plus intent behind queries. These insights allow VCAs to read between the particular lines and recommend the best course of action for clients.

Trend Number Four: Substantial investments upon the horizon in the deployment of AI and chatbots

Trend number four reveals that CSS leaders will certainly invest in VCAs/chatbots and AI within the next several years, according to the Gartner Technology Roadmap Survey.  

Today, only one in 4 service organizations are fully deploying these types of technologies, yet 37. 5 per cent of CSS leaders are planning to deploy chatbots by 2023, plus 36. a few % associated with them are doing the same for AI capabilities.  

Additionally , CSS leaders are also running pilots with regard to technology such as speech analytics, predictive analytics, and mobile-based messaging.  

The particular post Gartner reveals four key customer care technology developments first appeared on IT World Canada .

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