In our series on remote customer service, we looked into technology as a route to solving some of the challenges facing firms through COVID-19. Gartner has produced a thought provoking market report ‘Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities’ which states:
“By 2023, 30% of customer service organizations will deliver proactive customer service using
artificial intelligence, process orchestration and continuous intelligence.
By 2023, 35% of the customer service workload will be done through crowdsourcing,
telecommuting, work-at-home agents and gig-economy workers, up from 5% in 2017.
By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.” (written by Olive Huang and Brian Manusama from Gartner.)
Please download the article to find out more.