Trends Report

The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences

January 14th, 2020
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Ian Jacobs , Daniel Hong , Hailey Colin , Peggy Dostie

Summary

Automation and AI continue their 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: Agents work faster and smarter and are more satisfied. This report reveals the top three customer service trends that customer service leaders must pay attention to in 2020.

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