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For Application Development & Delivery Professionals

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

Vision: The Contact Centers For Customer Service Playbook

January 17, 2019

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Why Read This Report

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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Table of Contents

  • Poor Customer Service Costs Businesses Tens Of Billions In Revenue
  • Trend 1: AI Underpins Transformative Customer Service Operations
  • Trend 2: AI Transforms The Agent Workforce
  • Trend 3: Agent Work Becomes More Valued
  • What It Means

  • Automation And AI Change Customer Service Work For The Better
  • Supplemental Material
  • Related Research Documents

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