Customer service organizations have long sought to reduce call center costs through self-service and automation. One might think that technology like the Internet of Things (IoT) will facilitate these efforts. But that couldn’t be further from the truth. As we become a more tech-enabled society, human interaction will not only be a necessary component of service delivery, it will require an investment in highly skilled agents.
According to Gartner, “Automation and intelligence agents are reducing the percentage of customer support interactions that require a human to solve. However, the pace of introduction channel choice (such as sensors, virtual customer assistants, advanced search, kiosks and in-line video chat) and the focus on personalized customer experiences will require companies in most industries to retain a highly trained core of customer service professionals.”