Customer Service’s Future: Humans And Machines In Cahoots
Summary
In a world where customers can order on mobile, use a touchscreen or talk to an artificial intelligence (AI)-based bot, the service industry will no longer need human workers, because machines will be able to do all of those jobs. On the oldest end of the spectrum are baby boomer customers, Rowan noted, who have a strong preference for direct human interaction and almost no desire to use any kind of automated system. The goal there is to create the shortest, most efficient journey to that representative over the phone, which means they should never be more than two key presses away from abandoning the automated system for a real person. “For us, we give ownership to the customer of how they want to contact us,” Rowan said, noting that, from Yapstone’s point of view, the goal is to keep as many options on the table as possible so consumers can choose their ideal combinations. In rental situations, when tenants are looking at their monthly rent and trying to remember whether it was paid on time, that is a fairly quick, direct interaction that many consumers will handle via an automated system.
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