Gartner Research

How to Support Customers That Aren't Human

Published: 21 June 2016

ID: G00307438

Analyst(s): Michael Maoz , Olive Huang , Jenny Sussin


Billions of things — buildings, machines, devices and other materials embedded with sensors — will begin to request support on behalf of human customers over the next two years, so how should businesses respond? IT leaders must adapt their processes and technologies to support "thing service."

Table Of Contents
  • Key Challenges



  • Identify the Level of Intelligence of Your Thing Customers
    • Fixed Things
    • Adaptable Things
    • Autonomous Things
  • Equip Customer Service Agents With the Ability to Understand Things' Signals
  • Pinpoint Common Use Cases of Thing Service to Develop a Long-Term Vision for IoT
  • Coordinate With Industry Ecosystem Partners to Co-Develop an IoT Strategy

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