As artificial intelligence becomes mainstream, and customer experience continues to make or break businesses all over the world, certain trends are rising to make customer support services better and smarter in 2018.

Here’s what to expect.

1. AI will transform many a BPO company in the Philippines to be more efficient

According to a report from McKinsey & Company, 57 percent of customer care executives view call reduction as their top priority. As AI continues to be more accessible, this goal will be more achievable than ever. With fewer calls, contact center representatives can focus more on efficiency and better customer service quality.

2. 24/7 self-service will be the default

Digital technology has paved the way of being able to communicate and engage with people and brands anytime, anywhere. Now, consumers expect 24/7 real-time customer support, but they don’t want to talk to a sleepy, exhausted contact center agent at 2am either. This is where digital self-service comes into play. It won’t be intrusive, and it will allow a smarter way to distribute resources.

3. Faster, smarter chatbots

According to the State of Service 2017 report, 80% of business buyers and 54% of consumers expect brands to respond to their inquiries and concerns in real time. However, due to limitations on resources, quick responses are not always attainable. But with AI chatbots, customer service teams can automate smart responses as solutions to simple customer queries. If things get complicated, that’s when humans can step in.

At Forward, we take advantage of effective trends and strategies to make our customer support services and B2B lead generation services in the Philippines more efficient and reliable for our clients. For more information about our core competencies, talk with us.