A Forrester Report sneak peak: our three key takeaways from Customer Service Megatrends in 2020

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  • 2020
March 31, 2020

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It’s a new report from Forrester: “The Three Customer Service Megatrends In 2020: Fuse AI and Agents to Drive Better Experiences.” We won't reveal all the details in this blog – you’ll need to download the complete report for that, but we will preview one takeaway of growing interest: “Your organization needs Superagents, and they need AI.”

 

 

Welcome to the new age of the Superagent

Think Ironman... but helping out customers. These new hybrid helpers must be a flawless melding of the human touch and computer omniscient. Customer don’t care who assists them, man or machine, they just want satisfaction.  That will require dynamically-adaptive experiences (think easy toggling from self-serve to full-serve), cross-departmental collaboration, and cross-database synchronization, all driven by enhanced context as to what the customer wants and needs – which often start as different things. 

 

Superagents will need workspaces that facilitate collaboration and knowledge. 

Besides the rockets, lasers, and titanium suit, Ironman’s power comes from his heads-up display, giving him immediate access to the latest vital information. Same can be said for the new breed of Superagent. Single views of and instant access portals to key back-office workers, engineers, and product experts is a must. This functionality is not restricted to the desktop computer. Just like the always-on, tech savvy customer, superagents need and expect empowerment via mobile devices, as well. 

But, be mindful of this game-changing fact: Agents will no longer be essential to scale customer service.

The days of simply throwing more headcount at growing demand are over. Companies must remove repetitive agent tasks from a worker’s day, as well as automatically routing the complex, high-touch interactions to a live person to deliver empathy and personalization. 

That’s all we’ll say about this new report. But don’t fret. 

You can easily and quickly learn more about Forrester’s findings. How customer service organizations must rethink their culture, and the new developments prescriptive AI, robotic process automation, and adaptive agent desktops.

Download the full report: 

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

Attend the live Webinar featuring guest speaker and Forrester Analyst Kate Leggett

“Three customer service megatrends for 2020”

Date: Wednesday, April 8, 2020
Time: 10:00am - 11:00am PT | 1:00pm - 2:00pm ET

How AI and automation are changing the game in customer service.

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