By 2026, GartnerCSS predicts that 20% of inbound customerservice contact volume will come from machine customers. Read more about how customer service and support leaders can prepare for this here:
and Codex) will continue to make coding more accessible to reps, regardless of their skill level.”
With this in mind, Gartner expects there will be a greater variety of products in the marketplace centered around employee automation, specifically, solutions targeted at reps to help them self-automate. Vendors that offer collaboration platforms may also increase investment in coding features to allow for groups of reps to work together to self-automate.that not only allow but authorize self-automation will become more competitive than those that don’t, as reps will notice and correct inefficiencies that leaders are unaware of,” said Potosky.
to interact with customer service. The growing accessibility of technology means that customers and employees are using it in unexpected, and often unauthorized, ways.Create a framework for due diligenceto make it easier to enable machine customers to interact with enterprise bots., enabling them to create more engaging and effective ways of working.- bot-to-bot as well as non-chatbot channels - to understand the impact machine customers have on your overall channel portfolio.
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