The Future of Customer Service: Gartner Senior Director Advises Against Over-Reliance on Self-Service and Automation Technology
In the ever-evolving landscape of customer service and support, the debate over the role of automation and self-service technology continues to rage on. Emily Potosky, Senior Director of Research in the Gartner Customer Service and Support Practice, has recently weighed in on the issue, cautioning companies against solely relying on these technologies to replace human agents.
In a Gartner Q&A session, Potosky emphasized the limitations of existing self-service solutions, noting that very few possess the capabilities to fully resolve customer issues. She argued that some level of assisted service will always be necessary, and that investing in employee enablement technology may be a more beneficial strategy for both customers and companies.
Rather than focusing on GenAI-powered tools to replace human agents, Potosky suggests incorporating technology that assists and empowers existing employees. By providing employees with context and guidance through technology, companies can improve the efficiency and effectiveness of agent performance, ultimately reducing costs and widening the talent pool available for customer-facing work.
But how exactly can organizations use AI and technology to assist their employees? One way is through personalized performance management programs. By utilizing Auto-QA software, supervisors can identify key behaviors to target during coaching sessions, allowing for more effective interventions and coaching.
Additionally, AI can be used to enhance the onboarding process for new hires. By routing simpler contacts to new employees, they can gain confidence and experience handling customer inquiries, ultimately improving staff retention rates.
While Potosky’s warnings about the limitations of self-service technology are certainly worth considering, Gartner’s predictions about the future of AI in customer service paint a complex picture. As automation continues to impact customer service roles, organizations may need to find a balance between leveraging AI to enhance employee performance and ensuring that human agents remain an integral part of the customer experience.
As the industry continues to evolve, it will be interesting to see how companies navigate the challenges and opportunities presented by AI in customer service. By prioritizing employee enablement and leveraging technology to support human agents, organizations can create a more efficient and effective customer service experience for both employees and customers alike.
