Trends Report

The Three Customer Service Megatrends In 2019: As AI Eats Jobs, Agents Are More Valued

January 17th, 2019
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Ian Jacobs , Daniel Hong , Sarah Dawson , Peter Harrison

Summary

Automation and AI continue their relentless march into customer service operations, and enterprises reap the rewards. Operations become more efficient, and enterprises deliver differentiated experiences, uncover new revenue streams, and reinvent business models. Automation and AI also transform the workforce by eroding lower-skilled work — boosting the need for superagents. This report reveals the top customer service trends in 2019 for application development and delivery (AD&D) pros supporting customer service.

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