A new Gartner study predicts that a fifth of all customer contacts that service teams handle will come from machine customers before 2026.
Machine customers perform service activities on behalf of human customers.
Smart devices such as Google Duplex already allow customers to call businesses to schedule appointments, make reservations, and even assist with lost passwords through automated voice.
For now, such use cases remain limited. Yet, the technology is advancing quickly, with a voice that uses pauses and filler words to sound remarkably human.
Moreover, the great gains in AI innovation – as the recent ChatGPT and Bard hysteria underlines – will likely significantly push forward the capabilities of such applications.
As such, businesses that prepare for the uptick in machine customers may set themselves apart, according to Gartner’s "Predicts 2023: Customer Service and Support Strategy and Leadership."
Yet, Uma Challa, Sr. Director Analyst at Gartner, also senses an opportunity for companies that encourage customers to use such smart devices to automate service requests. She stated:
Organizations that embrace them will be able to differentiate their value and close the gap by meeting this new standard for effortless service.
Such a new standard may come sooner than many expect, with Gartner anticipating that smart devices will raise 100 million customer service requests before 2024.
Citing these figures, Garter suggests "smart organizations" may start to invest in conversational AI platforms that enable bot-to-bot communications.
Moreover, Challa issues a warning for those that don’t, adding:
Organizations without a machine customer strategy in place won’t have a good way of distinguishing between human and machine customers. They may see their non-chatbot channel performance get worse without understanding why.
Indeed, it is likely that virtual agents will become the best way of dealing with machine customers – primarily for their ability to serve automated queries at scale.
Agents Will Also Turn to Machines for Self-Automation
Some contact centers have turned to agent-assist tools to automate parts of the service rep role. These retrieve information, auto-fill forms, and sometimes auto-suggest agent responses.
Yet, reps often attempt to automate parts of their work using external tools – with Gartner anticipating that 30 percent of agents will do so by 2026.
