Emerging Technologies in Customer Service

Customer Service is assistance provided by a company to individuals who use or purchase its service or products. It is historically a field based on human-to-human communication with the assistance of technology. Customers of today are more empowered and informed than before, and with the rise of technology and the Internet, they have access to an abundance of channels they can use during their journey to resolve issues. The modern customer is not the one to wait around the clock for you to provide them with answers. They prefer to have everything available at their fingertips. They want quick, effortless answers, not long waits or repeated explanations.

For decades, customer service was synonymous with phone calls, email exchanges, and face-to-face interactions. However, the digital revolution ushered in a paradigm shift. Due to the rapid adoption of digital technologies, customer service is on the brink of a revolution, and at the heart of this revolution lie some emerging technologies. Emerging technologies include artificial intelligence, robotic process automation, chatbots, Internet of things, blockchain, immersive technologies, social media, predictive analytics, sentiment analysis, omnichannel customer service, and customer self-service.

This is a comprehensive introductory text on emerging technologies in customer service. It is organized into twelve chapters that summarize the technologies in a concise manner. It is a must-read book for anyone who wants to learn about modern customer service and its future.