The future of customer support: 7 predictions and trends

Let’s take a look at the innovative prospects and prevailing patterns that will shape customer service technology in the future and the effects they’ll have on both organizations and consumers. In the months ahead, the lines between sales, service, and commerce will continue to blur as AI-driven cross-selling transforms customer service into a profit center. Forward-thinking organizations will pursue an end-to-end view of the entire customer journey, creating a between sales, service, and other departments within your organization. Until now the conversation surrounding AI has predominantly been focused around AI’s adoption as an externally facing tool. The infusion of AI into tools – such as chatbots, virtual assistants, and more – has created a more efficient and enjoyable support experience for customers.

One of the primary reasons why companies all over the world are outsourcing to the Philippines is its massive workforce. The “BPO Capital of the World” is home to 1.3 million contact center agents working in over 1,300 companies across the nation. Flexibility is yet another reason why you should consider outsourcing your customer service. It would help if you stayed on top of recruiting, onboarding, and training new support agents.

Automation of agent tasks

Moreover, the potential launch of ad-sponsored results or media measurement tools by platforms like OpenAI could introduce a new dimension in digital advertising. This development would not only offer new avenues for brand promotion but also challenge existing digital marketing strategies, prompting a reevaluation of metrics and ROI assessment methodologies. The ability to influence or monitor brand mentions in these AI-driven dialogues is still in its nascent stages. Consequently, there’s a growing trend towards adapting marketing strategies for a generative AI world.

Beyond just transactions, immersive retail experiences involve creating memorable, engaging moments for customers. Virtual and augmented reality are breaking down barriers, allowing shoppers to visualize products in real time. Interactive displays, personalized recommendations, and engaging store designs elevate the entire shopping journey.

Individuals taking the automation reins

With the development of AI “agents” we will continue to see the growth in this space heading into 2024. Some elements of future-ready transport and logistics networks are already in evidence such as the automation of warehouses and ports, and the increasing use of autonomous vehicles. Their adoption will expand as organizations commit to emissions reduction targets and battery technology evolves to extend distance limits for electric trucks, buses and delivery vehicles.

Companies with strongholds of data within given verticals like Bloomberg (finance) and LexisNexis (law) are poised to be potential frontrunners in this domain. Bloomberg, with its stronghold in finance data, could introduce sophisticated finance agents and have already started on their own LLMs, while LexisNexis could leverage its vast legal information repository to develop legal agents. These agents, powered by their respective deep moats of data, would not only serve their direct users but also act as invaluable resources for other enterprises and systems to power a new digital workforce. Envision an ecosystem where specialized agents, each with its unique expertise and knowledge base, interact and collaborate.

Through intelligent and responsive interaction, autonomous agents will be very helpful in improving the customer experience. These highly contextualized agents will be advantageous to industry verticals like travel, hospitality, retail and education because they lower overall costs by reducing human intervention. Advanced algorithms and machine learning techniques are used in the development of autonomous agents.

On the other hand, you could use 1-to-1 video to increase basket size—like Schuh did in this story. Machine customers have significantly increased as a result of the widespread use of chatbots, virtual assistants, and automated systems that are powered by AI. These automated clients are different from human clients in a number of respects. Machines work according to algorithms, rules, and predefined reactions, unlike humans.

Self-service, community-based service, and predictive support

This wouldn’t be an article about new customer service trends if we didn’t mention live chat bots. Download our latest survey findings to understand customer service priorities for the customer service and support function and perspective on challenges expected in the coming year. The era of hyper-personalisation is upon us, but it must coexist with strict privacy measures.

By community-based support, I am referring to your customers forming a community amongst themselves and helping one another solve issues. Customers enjoy interacting with each other in this way, which increases their engagement with your brand. To do this, we opted for an AI model that detects which parts of the responses and messages (from both the customer and agent) are negative. By taking note of and reviewing these sentences, you’ll gain a better understanding of how customers view their interactions and can take the necessary steps to address any worries or problems. Businesses can use sentiment and empathy analysis to their advantage by proactively addressing customer issues and pain points. This will further improve customer satisfaction by allowing companies to focus on areas that need attention.

This adaptation involves a strategic reliance on traditional media in the short term, leveraging its reach and impact to build and sustain brand presence. The marketing domain, traditionally commanding a lion’s share of enterprise budgets, is now navigating through a transformative landscape. These innovations are potentially leading to a noticeable decline in traditional search volume, fundamentally altering how consumers engage with information.

Read more about 5 Emerging Trends That Will Shape the Future of Customer Support here.