Gartner Research

Digital Customer Service Part 3 — Update Process Mastery by Selectively Introducing RPA, Bots and AI

Published: 14 August 2017

ID: G00335678

Analyst(s): Simon Bailey , Brian Manusama

Summary

Customer service operations are being revolutionized by new technologies like robotic process automation, chatbots and artificial intelligence. This research helps supply chain leaders focused on customer service explore the options, build an automation roadmap and develop digital dexterity skills.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • The process mastery that supply chain leaders focused on customer service have today is fast becoming outdated as new waves of automation technology become available
    • Technology for External Interactions
    • Technology to Improve Internal Processes
  • Hype is fueling a rush to AI irrespective of the business need and tempting supply chain leaders focused on customer service to overlook simpler ERP and RPA options
  • New digital technologies require supply chain leaders focused on customer service to ramp up digital dexterity in their organizations

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