It seems like it’s every month that a new technology takes the world by storm. Just ten years ago, it would have been inconceivable that virtually everybody would be walking around with a tiny computer in their pocket. From transit to entertainment to food, tech is revolutionizing how we humans do just about everything. One aspect of our life that technology seems to be impacting more and more is the area of customer service—radical technological advances are making the impossible seem possible, and driving innovations in all aspects of customer service.
AI is becoming more and more important to customer service
If it seems like you hear about AI developments every day, get used to it. AI is receiving more and more investment every year, with tech juggernauts like Google, Amazon, and Apple all throwing their hats in the ring with their AI assistants. Machine learning is one of the most promising aspects of AI advances, and offers much potential for the improvement of customer service.
In 2017, companies will continue to work to use machine learning to deliver a better customer experience, offering consumers a more engaging and enjoyable time and delivering better service at the same time. In the future, machine learning will help companies develop innovative strategic directions and lead to further breakthroughs.
Get ready for on-demand everything
Uber was just the beginning. Though at we Mila might have a bit of a skewed viewpoint, we can’t help but to predict a bright future for our sector. We get food, housing, and transit on demand, what else could there be? Turns out, a lot: from food delivery to furniture moving to dog walking, one wonders where else on-demand can expand its reach to. Though the present proliferation of on-demand companies will probably experience some consolidation, expect many new services to crop up in the coming years. The industry is likely to continue to face challenges—legal and regulatory issues continue to plague companies like Airbnb and Uber years after their founding, and there’s the perennial problem that most people simply don’t want to be freelancers, these hurdles aren’t likely to stop the industry’s breakneck growth.
The Internet of Things comes into its own
We’ve been hearing about smart home systems and the ‘Internet of Things’ for a while now, but in 2017, the sector will really come into its own. The march of home tech integration will continue apace as smart devices proliferate. One aspect that will begin to stand out in 2017 is the development of “umbrella” services or products, designed to integrate all of the disparate devices into a collaborative, coordinated network. In the coming year, expect the likes of Google, Amazon, and Apple to lead the way here.
The continued proliferation of chatbottechnolog
As chatbots continue to rise in popularity, their usefulness will explode. Mila is not the only company to integrate them into their business models in recent months. In the coming year, expect to see rapid development of capabilities for chatbots. Chatbots and the semantic control they unlock will rapidly converge with existing AI-assistant technologies like Alexa and Siri to make comprehensive digital customer service a reality. Conversational interfaces have long been the stuff of sci-fi movies, but maybe in 2017, we will see that vision become a reality.