Adapting Software With Your Workforce is Vital: Reconcile High-Tech with High-Touch in Awesome Customer Service: Part 2

In part one, we asked an important question regarding the future of customer service technology: Can machines replace human customer service representatives and processes permanently if they find a way to make them empathetic?

While machines, artificially intelligent applications, and other types of customer service software will only accelerate in its ability to better serve customers on all levels, it will disrupt the way things are currently done. This disruptive wave transforms the roles of those in customer service positions at organizations of all kinds, but with an Anticipatory mindset, you as a professional or business executive can get in front of these disruptions.

In a recent episode of my new “Opportunity Hour: Conversations with The Masters,” Shep Hyken shared a few examples:

“Now there are companies out there that already have voice recognition technology able to authenticate a customer’s account with nearly 100% accuracy within 10 spoken words from said customer. However, it would often say, ‘unfortunately, we don’t recognize this customer’ when faced with variances, such as the customer having a cold.