Current and Emerging Technologies in Service

To help navigate the increasingly complex service technology landscape, we have worked with over 450 customer service and support leaders worldwide to create an objective map of how organizations are adopting tools to augment their live and self-service channels, voice of the customer, infrastructure, customer engagement and employee engagement.

Key Findings
  • The presence of chatbots, virtual customer assistants (VCAs) and mobile apps will continue to grow, with all other service channel technologies relatively stagnating or declining in future importance.
  • Some traditional technologies, like knowledge management and dashboards, are incredibly useful today but have not yet reached their full potential.
  • At the current level of advancement, speech analytics technologies might function better in compliance or quality assurance (QA) settings, rather than as a tool to analyze the voice of the customer (VoC).
  • Service leaders appear disillusioned with technologies revolving around social media. Social’s use as a customer engagement tool, VoC monitoring tool or even as a channel is forecast to remain relatively steady or fall.

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