GoResponse Telephone Answering Service Staff

Consumers and call centres set to talk to “things” in 2017

Depositphotos_25726987_m-2015Technology continues to evolve at a swift pace, and although people have been talking to virtual assistants for years, 2017 is set to see increasing numbers of consumers and call centre workers talking to “things”. When one also considers the fact that the telephone answering services industry is set to see a tipping point when it comes to digital interactions and telephone ratios, it is important for all companies to understand the technology changes that are coming over the next few months.

Technology and digital interactions in 2017 will be used chiefly for two areas: improving customer experiences and reducing the cost to serve. One area to look out for is the use of tech as a way to automate consumer interaction. For example, call centres have been using virtual assistants and voice search for years. However, 2016 saw a major leap forward, with Google Home and Amazon’s Echo both being launched. Meanwhile, Cortana is now embedded into the Windows 10 operating system, prompting office workers to talk to devices as well.

A report by Gartner revealed that the company’s number one technology this year is artificial intelligence and advanced machine learning. The publication announced “technologies such as deep learning, neural networks and natural-language processing, can also encompass more advanced systems that understand, learn, predict, adapt and potentially operate autonomously.”

With this in mind, call centres are likely to see the use of such tools grow. Chatbots are already embedded into messaging services like Viber, Kik, Facebook Messenger and WhatsApp to answer simple customer enquiries. Throughout 2017, the use of this technology is set to grow.



award winning