Based on a survey of customer service and support (CSS) leaders around the world, Gartner shared four key trends using five technologies to watch in customer service.
4 Key Customer Service Technology Trends
Trend No. 1: Agent-enabling technology delivers the most value to service organizations
While new technologies such as artificial intelligence (AI) and virtual reality (VR) are becoming more and more popular in the customer service arena, Gartner believes that workforce management, case management, integrated desktop agents, internal collaboration tools, and Unified communications today provide the most value for customer service functions.
These types of technologies focus on performance, monitoring, and development to support d.Day to day or intraday flexibility, nNew operational needs to manage the new world of work, and new customer demands and expectations.
Trend 2: The future lies in understanding digital customer preferences and behaviors
Gartner research predicts that over the next two years, digital self-service channels such as online account portals and mobile applications, as well as predictive customer analytics, will become valuable capabilities for service organizations.
Digital self-service channels help service organizations reduce costs. According to Gartner, CSS leaders should invest in analytics to understand and predict customer behavior across these channels to improve the customer experience.
Trend #3: CSS leaders expect to get the most from data and analytics
According to CSS leaders, the next few years will see more than just analyzing customer data using digital analytics, sentiment analysis, and machine learning, but also using that data to make full use of actionable insights. There will also be a focus on making informed decisions.
Examples of this include virtual customer assistants (VCAs)/chatbots and interaction assistance tools that can leverage the insights provided by conversations and text analytics to better understand the customer language and intent behind their queries. . These insights allow VCAs to read between the lines and recommend the best course of action for their customers.
Trend 4: Significant investment expected to deploy AI and chatbots
Trend 4 reveals that CSS leaders will invest in VCA/chatbots and AI over the next few years, according to the Gartner Technology Roadmap Survey.
While only a quarter of service organizations currently have these technologies fully deployed, 37.5% of CSS leaders plan to deploy chatbots by 2023, of which 36.3% have AI capabilities. We do the same for .
Additionally, CSS leaders are piloting technologies such as speech analytics, predictive analytics, and mobile-based messaging.
Gartner Reveals Four Key Customer Service Technology Trends
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