Predictions Report

Predictions 2020: Customer Service

Automation Remakes The Contact Center Organization

October 31st, 2019
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
Art Schoeller, null
Art Schoeller
Annalise Clayton, null
Annalise Clayton
Caleb Ewald, null
Caleb Ewald
Daniel Hong, null
Daniel Hong
With contributors:
Hailey Colin , Karen Traikovich

Summary

We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups. Some jobs will alter irrevocably, but probably not the ones that most brands expected or not in the ways that brands would have predicted just two years ago. Customer service leaders: read these five predictions to understand what to expect next year in your AI-fueled transformation journey.

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