What the near-future of Customer Service experience might look like.

For decades customer service has been managed in contact centres, packed with desks, phones and computers.

Customers would call, wait on hold for the next available agent, listening to the top pop music of the last decade. Wait times would frustrate customers, only to connect with an agent, just to be routed to another department, with further wait time.

Then automation attempted to streamline call routing, Dial 1 for sales, dial 2 for support, or 3 for accounts etc.

Next live chat and automated chat bots triaged voice calls to messaging platforms, scheduled call-backs and increased use of self-service tools.

Today, agents work from anywhere, answering voice and video calls from phones, messaging platforms and digital collaboration tools like Microsoft Teams, Zoom or Facebook Messenger.

The trend towards video, live streaming and digital humans are about to disrupt how customer services are delivered.

Let me paint a picture for you…

From a website or mobile app, a you click the support button. A branded Digital Human introduces themselves and asks what you need help with today.