The Future of Customer Service Agents

Introduction

What is the future of customer service agents? If you listen to the exponents of AI they will tell you the writing is on the wall for live agents. Technology will replace these jobs at a rapid rate, delivering better service for less cost. But what do we think will happen at Saascoms?

What Customer Services Will AI Replace?

Saascoms customer service platform Omnireach is at the cutting edge of AI, supporting clients in reducing the need to use Agents to complete rudimentary tasks. But arguably these tasks are administrative and don’t require human intervention.

Omnireach and Mailmaster already uses AI to complete:

• ID&V checks
• Confirm or reschedule appointments
• Make payments or check account balances
• Make a purchase or initiate a return
• Upload a meter reading
• Provide signposting and right person contact
• Submit a callback request or raise a query

Customers can access automated and AI responses across multiple channels at a time which suits them, this not only improves their customer experience but also reduces costs for the client by not having 24 hour live agent cover.

AI will continue to take over more and more customer service queries, especially those with a binary solution – that just makes common sense.

Service as a Selling Point

Not everyone is enthusiastic about dealing with AI or automated responses, regardless of if it leads to lower prices. Some consumers will always want a personal touch. This isn’t restricted to the vulnerable or digitally challenged, it is just a personal choice.

Organisations have to consider their customer base and their expectations. Would a Bugatti customer expect to be served by an AI assistant? Or a Rolex client? But it’s not limited to luxury goods, think of the emergency services – in a life or death situation a calming human voice will always be needed.

So the question is not always, ‘can I replace my customer service with AI’ but ‘should I replace my customer service with AI’.

Market Trends

One of the inspirations for this blog was the recent decision by Vodafone to relocate 400 offshore customer service agents back to the UK. This has created a conversation in the customer services industry as to why? To save money? Improve service? Part of a larger strategy?

In the Vodafone press release, the following statement might give some clues as to the evolution of the industry.

‘The roles, delivered by partner Concentrix, will focus on Vodafone and Three specialist care and sales.’

This fits the Saascoms belief that AI will take over the mundane, administrative and simplistic aspects of customer service, leaving a new breed of Agents to handle complex queries and resolutions.

The Future of Customer Service Agents

Saascoms believes customer service agents will become more specialised, resolving complex queries, managing vulnerable customers and promoting client loyalty. In some cases this may also roll over into upselling and developing the overall client/customer relationship.

Jobs at the lower level of administrative scale will all but cease to exist, but with the growth of online and remote sales seeing no sign of tailing off, more jobs are still being created. Customer services may well become an attractive career to more people, rather than being seen as a stepping stone.

Look, we haven’t got a crystal ball, but the future of customer service agents may see a lot more onshoring of skilled and specialists roles, moving away from the offshoring of low skilled administrative roles.

Good service will always be key to a successful business.